Scott Maxwell
CX/EX Strategic Consultant and Trusted Advisor
- Role
- Cx Advisory Consultant at Genesys
- Location
- Pittsburgh, PA, US
- LinkedIn followers
- 500 followers
About Scott Maxwell
Customer Experience thought leader with over 25 years of experience with Contact Center, SaaS, NLU, Conversational AI, and Biometric Security solutions. Successfully assisted clients in the financial services, health care, insurance, telecommunications, shipping, travel, automotive, government and pharmaceutical verticals. Trusted CX advisor helping clients obtain the best outcomes for their business and their customers. Specialties: Conversational AIVirtual Assistants (Bots)Contact Center as a Service (CCaaS)Digital ChatBiometrics & Public SecurityNatural Language Understanding/Natural Language ProcessingPremise Contact CenterSpeech-to-Text Text-to-Speech
Experience
Cx Advisory Consultant
Jun 2024 — Present · Pittsburgh, PA, US
As a trusted advisor in the CX Advisory Consulting practice, I spearhead customer experience transformations for enterprise clients implementing Genesys CCaaS solutions. Leveraging deep expertise in contact center operations and CX strategy, I:* Guide clients through complex transformation journeys, establishing clear objectives and strategic roadmaps that align with business outcomes* Partner with cross-functional teams to develop comprehensive strategies for omni-channel customer experience optimization* Apply industry-specific knowledge of AI solutions, KPIs, and improvement frameworks to drive measurable results* Collaborate with Customer Success and Professional Services teams to ensure seamless implementation and adoption* Build lasting client relationships through consultative expertise and commitment to delivering Experience as a ServiceMy consultative approach combines strategic vision with practical implementation guidance, enabling clients to maximize their technology investments while transforming their customer experience capabilities.
Education
California State University-Sacramento
BS, Electrical Engineering
Skills
- Voip
- Cisco Call Manager
- Routing
- Telecommunications
- Ivr
- Unified Communications
- Acd
- Integration
- Contact Centers
- Call Center
- Avaya
- Cti
- Pre-Sales
- Cisco Technologies
- Telephony
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