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Kyocera reshapes customer service

July 19, 2019

Kyocera said it is redefining industry expectations for customer service with CEO Sanchez recruiting Verizon executive, Zupa, to lead transformation toward “superior customer experience.”

Frank Zupa has always aimed high, the OEM said, adding that the award-winning strategist, digital innovator, and business transformation specialist understands what it takes to enable long-term sustainable growth.

“Strong customer satisfaction requires so much more today,” explains the former Verizon executive. “The goal needs to be a superior customer experience, that is fuelled by rich data, powerful business analytics and the constant asking of the question, if I were my customer, what would I want and need at every touch point. This type of transformation is occurring across every industry – and the document imaging solution industry is no exception.”

Zupa is joining Kyocera Document Solutions America as the Vice President of Customer Operations, the latest high-profile hire by CEO Oscar Sanchez. Sanchez hired industry outsider Natalie Cumberbatch who was named new Vice President of Human Resources last month.

At the time, Kyocera explained, since taking over as CEO of Kyocera Document Solutions America less than a year ago, Sanchez has gone about re-shaping one the document imaging company into a consultative, solutions-focused, data-driven organization, a process that starts with cultivating a different kind of culture and mindset.

“The customer experience we provide is every bit as important as the products we develop,” says Sanchez. “Frank is exactly who we want leading our effort.”

Zupa’s background is unique, a customer-oriented professional with a long history of technological innovation. For Kyocera, that means the entire customer experience is about to undergo a digital transformation. “Technology exists to help people, and to enable new advancements,” said Zupa. “In the case of customer service, technology helps people help people. That’s a big part of transforming the customer experience.”

Zupa brings a vision to dramatically expand Kyocera’s customer service capabilities, beyond expediting day-to-day issue-resolution. Some major goals include helping customers take advantage of advanced document imaging technologies and making it easier for customers to implement advanced solutions that manage workflow more efficiently. “I am so excited to join an organisation that is truly committed to both industry leading solutions and a superior customer experience that enables its customers to transform their resident information into knowledge that will grow their businesses and better serve their customers.”

“Frank brings a different kind of expertise and a different kind of perspective,” says HR Vice President Natalie Cumberbatch, herself a Sanchez. “A lot of times, that’s what’s needed to raise the bar.”

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