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.
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.
Senior Director Operations Transformation
Director Advanced Analytics and Customer Engagement
Service and Support Strategy and Leadership
Service and Support Customer Experience (CX) and VOC
Digital and Self-Service Customer Service
Associates Degree, General Studies
Bachelors Degree, Business Management
1Develop and implement strategies for contextual and personalized customer engagement and next best action
2Improve end-to-end interactive voice response and automatic call distribution platforms to improve the customer experience
3Develop strategy and design for enterprise level next-best action platforms to improve profitability (decrease expense+ grow/protect revenue = improved profitability)
4Design and develop effortless voice of the customer and customer experience programs to measure customer experience and uncover actionable insights
5Design and develop intelligent desktop solutions and CRM leveraging business process management and artificial intelligence to improve agent performance and maximize customer outcomes