Greg Oxton is the CEO of the Consortium for Service Innovation. In his 16 years at IBM, Greg held management positions in customer-service operations, planning and support strategy development. Greg managed a major worldwide support reengineering effort at Tandem Computers and then became the Director of Global Support Planning for Tandem. Prior to joining the Consortium he held the position of Sr. Director of Business Development at N.E.T. Greg’s specialty is customer service strategy and organizational development. As a member of the Consortium while at Tandem and N.E.T., Greg participated in the Strategic Issues Working Group which defined the Multi-vendor Support Strategy. He joined the Consortium staff in July of 1996. In 2013, Greg was awarded the Ron Muns Lifetime Achievement Award for his leadership and contributions to the service and support industry.
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Get Everyone on the Same Page There are significant quantifiable benefits to adopting Knowledge-Centered Support (KCSsm), the industry best practice for capturing and leveraging knowledge within your organization. KCS helps organizations: optimize available resources by solving problems faster and building organizational learning enable customer success with self-service and improve products based on knowledge captured Over