Analyst Profile

Philip Jenkins

Philip Jenkins

Sr Director Analyst

2 years at Gartner ,  30 years industry experience
VA USA


Roles and Responsibilities

Philip Jenkins is a Senior Director Analyst with the Service Research Team. Mr. Jenkins' major areas of research include self-service and digital channel effectiveness and customer analytics, voice of the customer, and insights.

Background

Previous Experience

Mr. Jenkins brings 30 years of experience in customer service leadership, including 21 years in telecommunications with Verizon and CenturyLink, seven years in the United States Army, and 2 years with Gartner. Most recently, he served as Senior Director Operations Transformation at CenturyLink leading efforts to implement an artificial intelligence center of excellence expanding AI capabilities, increasing robotic process automation, deploying mobility services for field technicians on a common platform, and increasing digital communications between employees and customers. Prior to CenturyLink, he served as Director of Analytics and Engagement at Verizon, where he led an omnichannel next-best action program that realized over $225M in annualized benefit through cost reduction and revenue generation while transforming the customer experience. This program was driven by analytics and insights, and used predictive models and machine learning algorithms to deliver personalized engagements resulting in a 34% call volume reduction over two years while reducing churn, increasing digital adoption, and improving the customer experience.

Professional Background

CenturyLink, Senior Director Operations Transformation, 1 year
U.S. Army, Sergeant, 7 years
Verizon, Director Advanced Analytics and Customer Engagement, 21 years

Education

Associates Degree, General Studies
Bachelors Degree, Business Management

Languages

English

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