Keith Pearce On Making All Customer Experiences Feel Great

With a resume packed with impressive credentials leading marketing/sales teams for cloud and software start-ups to global, multi-national corporations, there’s no doubt Keith Pearce is equipped to help take Genesys to the next level as the world’s undisputed customer experience powerhouse. In fact, as the new SVP of Corporate Marketing—he’s primed and ready for the job. He’s no stranger to Genesys after all – he’s just returned to us after a stint at Salesforce.

I recently sat down with Keith for an enlightening conversation about what it has been like coming back to Genesys now, his vision for the future and where the customer experience industry stands today.

One thing that struck me during our conversation was when Keith said, “A great customer experience makes you feel great about the company you’ve interacted with.” It’s such a simple sentiment, but I think it sums up our purpose well. At Genesys, we know the power of customer experience is the power to manage how customers feel about a company, which is what a brand is all about. If we can help businesses around the world make their customers feel great during every interaction on every channel, every day – then we are fulfilling our vision.

Watch Keith’s interview to learn more:

Still want more? Get to know Keith on a human level across a range of topics below.

Q: Where did your passion for technology and customer service start?

KP: It’s started with Commodore 64 computer when I was 14 years old. I was fascinated with technology as a kid, and I also worked in customer service, where I observed how hard the job can be. It was that early interest in technology and computers, and my time on the front lines in service roles at Perkins Restaurant, Little Caesars Pizza and Bush Gardens that piqued my curiosity about ways to improve the customer experience. This eventually blossomed into my passion for what we do here today at Genesys.

Q: What kind of leader are you?  

KP: I believe one’s leadership style is a reflection of leaders you’ve had. One of my previous managers always made me feel that I knew the answer to the problems because I was closest to it—that he was just there to guide me on the right path.  So, I guess that’s what I try to do – empower my team and provide perspective to help them find the best solution.

Q: What’s one career accomplishment that gives you pride?

KP: In 2013 Genesys was emerging from being owned by a parent company. I was asked to be a culture czar as we worked to create a unique identity for ourselves. We were tasked with designing some of the foundational traditions that still represent our company culture today. As I come back to Genesys and see some of those same traditions and symbols that date back to those years still recognized today, it makes me excited. And, it’s also humbling to witness the recognition that Genesys has earned in the industry as being a great place to work. I didn’t do it on my own, but being a part of it makes me proud.

Q: Who do you admire as a business leader?

KP: There are many notable business leaders, but Bill Gates is one of the best. Not only for what he did to establish the company he founded and for the things we use every day but for what he’s done after that. Through his foundation, he has worked to take on some of the biggest problems of the world that government and international organizations can’t solve alone.

Q: What’s a book you’ve read recently that had an impact on you?

KP: I just finished The Unwinding: An Inner History of the New America by George Packer. It’s an interesting read because it chronicles through personal narratives how the United States became as polarized as it is today. One of the characters featured was someone I worked with in politics early on in my career, which brought it even closer to home for me. It was fascinating to read how we got to where we are today, how fractured we have become across the political spectrum and how we’ve stopped listening to each other.  It presented the idea that if we can start to really focus on understanding each other’s perspective more, we can bridge our differences.  It was a good reminder for me about what the true power of “listening” can do.