Also known as: bshurst
Senior executive with over years of cross industry Customer Relationship Management (CRM) and Customer Care Operations experience with verifiable year-after-year results. Over the past years at Accenture, Brian has had the good fortune to work cross-industry with over different companies and their leadership to address various critical issues and strategic needs. Brian has developed deep Utilities industry specialization assisting over different clients in key areas including - Navigating the complexities and operational impacts to the customer organization associated with market changes, regulatory shifts, and emerging solutions. More recently, this has included a focus on Smart Grid technologies and the associated new capability, solution needs and operations requirements of Demand Management Energy Efficiency while minimizing disruption to the current-state operations. - Developing strategies that balance the needs of the customer, regulators, shareholders, and employees within the context of internal efficiency targets. - Executing broad enterprise-wide transformation programs, establishing overarching roadmaps backed by pragmatic business cases to drive step-change performance improvements. - Conducting deep dive Meter-to-Cash operational assessments and leading complex programs to deliver verifiable and sustainable impacts. - Assessing and implementing the best-fit solutions (CRM, Billing, etc.) by bridging the strategy, operations, and IT needs of the organization. - Leading the development of key thought leadership, industry points of view, and project delivery accelerators. - Assimilating quickly into the operations, navigating the culture, and demonstrating versatility at all levels across business and IT. Prior to Accenture, Brian began to develop his deep customer care and leadership experience with direct operational roles, with PL accountability, at Private Healthcare Systems and Sears Catalog Operations. Specialties Enterprise Transformation Competitive Analysis Benchmarking Performance Management Business Process Management Customer Service Strategy Operations Customer Experience Self-Service Strategy Utilization Contact Center Strategy Operations Billing Revenue Management CRM Solutions CustomerOperational Analytics Customer Interaction Technologies
