Matt Parris
- Role
- Director, Customer Experience at Pinnacle Live
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Matt Parris
I build things that didn\'t exist before. Not incrementally — from scratch…
Experience
Director, Customer Experience
Jan 2024 — Present · US
As Director of CX, I help guide our teams through the entire customer journey, making a difference throughout our customers entire experience with us. A few of the things I’ve been working on: • Lead national CX strategy, enablement, and innovation across 200+ venues, aligning customer experience with revenue growth and operational efficiency. • Designed and rolled out a company-wide sales training & coaching framework adopted by 150+ sellers in under 6 months, standardizing practices across a $250M+ pipeline. • Co-led CRM and Order Management System redesign, building cross-functional workflows that will streamline quoting, sales process management, and reporting for employees. • Developed and launched the company’s Customer Service Strategy, including training content, curriculum, and enablement tools now embedded in daily operations. • Co-created an advanced Scorecard — the company’s first standardized KPI framework — providing executive leadership with real-time performance insights. • Built and deployed an AI-enabled SOP assistant to improve process adoption and reduce training time across national sales and CX teams. • Mentor and coach emerging leaders, providing 1:1 coaching and structured career development that strengthens organizational capability.
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