The Power of Love
Brian Andrews is now a Senior CX Principal with Medallia after successfully leading Sprint's CX transformation as VP, Customer Experience which resulted in the lowest customer churn in the companies history and highest Net Promoter Score in more than four years.
He founded LoyaltyRocks in 2014 after spending 16 years successfully pioneering customer experience and loyalty efforts at world-class companies.
Prior to launching LoyaltyRocks, Brian was a senior executive at Intuit for 11 years, most recently as the Vice President of Customer Experience and Business Excellence. Intuit was the first company to adopt the Net Promoter System (2003) and was featured in The Ultimate Question and The Ultimate Question 2.0. Brian also led the customer experience community at Intuit for more than six years and represented Intuit on Bain's NPS Loyalty Forum. Brian's leadership was instrumental in Intuit winning two prestigious customer experience awards in 2013 - Gartner/1to1 CRM Excellence Award and the Temkin Group's Customer Experience Excellence Award.
Brian is a charter member of the Customer Experience Professionals Association (CXPA) and was a founding member of the Board of Directors. He is a frequent and highly regarded speaker at customer experience conferences throughout the world.
While at Intuit, Brian was also a VP, Product Management and Director, Process Excellence. Prior to Intuit, Brian spent five years at Compaq/Hewlett Packard where he held a variety of senior leadership roles in customer satisfaction and quality. Prior to joining Compaq/HP, Brian was a consultant for nine years where he specialized in transformational change through the adoption of Six Sigma, Lean Principles, the Toyota Production System, and Total Quality Management.
Brian has been a featured speaker at major international customer experience conferences including Forrester, Gartner, CXPA, Bain's NPS Loyalty Forums, Medallia, and Marcus Evans. He has also been a featured speaker for senior leadership conferences at Sony, Charles Schwab, Compaq/HP, Sprint and Intuit.
Net Promoter® and NPS® are registered trademarks and Net Promoter Score and Net Promoter System are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.