Steve Davenport
Content Writer (Customer Experience) @美国参数技术公司
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WORK HISTORY
Content Writer (Customer Experience) @美国参数技术公司
Define & execute strategy for global Net Promoter Score program -Define & execute strategy for capturing & acting upon sentiment across the customer lifecycle -Manage a team of Customer Experience Analysts responsible for turning customer feedback into actionable insights
EDUCATION
Durham College
Advanced Diploma, Computer Systems Technology
ABOUT STEVE DAVENPORT
Customer Experience professional with 16 years of experience in the software industry. Starting my career as a Support Engineer, I learned how to become the voice of my customers and articulate their needs to internal product teams. As a Knowledge Management professional, I learned the value of implementing self service programs into global support organizations. As a Corporate Escalation Manager, I learned how to work in high pressure situations with large organizations around the world during times of crises. All of these experiences have provided me with valuable insight into customer experience from first hand interactions with customers across all parts of their journey. Feeding CX insights back to the organization to improve the experience is my passion. In my current role as manager of PTC’s Voice of the Customer Program, I am in a unique position to apply what I\'ve learned throughout my career to help customers succeed, and understand the challenges they face along the way. Skills & Domain Expertise: Net Promoter Score (NPS), Sentiment Analysis, Closed- loop Process, Account Management, Survey Design / Administration & Analysis, Crisis Management, Self Service, Customer Experience, Project Management, Qualitative & Quantitative Research Methods, Web Feedback Solutions, Leading Cross-functional Teams, Coaching & Mentoring, Knowledge Management & Knowledge-base Implementation, Knowledge Centered Support, Process Creation & Implementation, Training, Support for Enterprise Software, Requirements Management
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