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Office
Atlanta, GA, United States
As the EY Americas Digital Customer Service Portfolio Leader, Terry is passionate about helping clients reimagine and implement service strategies that deliver meaningful financial and customer experience outcomes.
He brings more than 29 years of experience in delivering complex global customer service strategies and implementations from as small as 35 seat regional to as large as 25,000 seat global customer service (contact center and digital) operations. Terry has helped clients realize hundreds of millions of dollars in benefits.
Terry is the author of patents in customer service and retention analytics as well as customer ownership models.
Terry is responsible for bringing EY’s best customer service thinking and capabilities to help clients deliver meaningful business outcomes and excellent customer experiences.
Terry earned his BS from Murray State University and his MA from the University of Alabama, both in Organizational Behavior.
How Terry is shaping the future with confidence
“I believe that starting with the customer experience first and working back to how technology can be used to enable and enhance the experience can fundamentally improve the lives of both the customers and the companies who want to serve them. I’m fostering a collaborative and innovative environment that helps our teams make this a reality for our clients.”