CE Moments - The Customer Experience Intent Statement


University of Idaho

Roy has walked the talk and taken just about every step from the bottom to the top. There were no shortcuts from the front line to the boardroom as he climbed twenty layers of management during his nearly double decade tenure at Marriott International. He connects with people because he speaks from passionate, in-the-trenches experience.

His industry-leading work has been noted in several Harvard case studies as well as in best-selling books from Kaplan and Norton, and Peppers and Rogers among others. His performance excellence work resulted in Marriott being inducted into the Balanced Scorecard Hall of Fame.

In the past 5 years, Roy has personally conducted direct front-line training for thousands of front-line employees including call center representatives, utility linemen, meter readers and service representatives, front of house retail and hospitality staff, customer experience designers and design technicians and security/police forces.

Roy is a well-rounded, straight-talking professional who understands what it takes to transform both individual and organizational performance. He knows the hard lessons and teaches worldwide audiences how to break out, engage and reach new levels of performance.

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