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Mark Stanley is a Customer Experience Designer, which he performs as a Healthcare Industry Executive for Genesys. He is the author of “Experience Design for Customer Service: How to go from mediocre to great.” He has worked in and for a variety of customer service-related companies. Following a span of 20 years in the airline industry, he transitioned to contact centers to develop skills around the technology used to connect customers to service staff, as well as the supporting systems like workforce management and quality monitoring. He transitioned into business consulting and project management, with a focus on the relationship and interdependence between business goals, customer service operations and technology. His work is primarily in healthcare, insurance, and financial services. Prior to joining Genesys, Mark held call center operations and sales management positions with Crestview Consulting Group, Wolfe & Associates, ERS (a leading third-party healthcare services provider), Lufthansa German Airlines and Korean Air. He holds a Bachelor of Arts degree in History from Loyola Marymount University, is a Certified Experience Economy Expert, a COPC Implementation Leader, and a Project Management Professional (PMP).