“John is a superb, well rounded customer experience leader. During our time working together at Radisson Hotel Group he led the top-to-bottom overhaul of our global contact organization. His ability to asses customer and franchisee expectations, needs and disposition was key to outlining solutions for multiple brand tiers in every global operational theater. He was effective at managing RFPs for BPO partners and technology providers, and in building successful relationships with the partners we selected. Under John's guidance, Radisson Hotel Group transitioned from basic, regional call center operations into a globally integrated, state-of-the-art multi-channel contact organization supported by the latest analytics and business intelligence. On an aggressive timeline, John maintained employee morale throughout, minimized IT solutions implementation risk and optimized resources in order to implement worldwide 7x24, multi-language contact capabilities for the first time - and with an incredible 70% reduction in cost per contact. I look forward to working with John again in the future!”
John Zurn
Chippewa Falls, Wisconsin, United States
2K followers
500+ connections
About
Activity
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Most Lean looks solid. Until pressure shows up. Many leaders treat Lean like a quick fix. Tools. Checklists. Events. Everything looks fine… until…
Most Lean looks solid. Until pressure shows up. Many leaders treat Lean like a quick fix. Tools. Checklists. Events. Everything looks fine… until…
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Continuous Improvement isn’t a project. CI is a mindset. Credit to Sergio. Give him a follow Learn how to embed it into your organization’s DNA. A…
Continuous Improvement isn’t a project. CI is a mindset. Credit to Sergio. Give him a follow Learn how to embed it into your organization’s DNA. A…
Liked by John Zurn
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Seeing everyone’s 2016 throwback posts inspired us to do the same. 10 years ago, we weren’t using Generative AI or Unified CX platforms. There was…
Seeing everyone’s 2016 throwback posts inspired us to do the same. 10 years ago, we weren’t using Generative AI or Unified CX platforms. There was…
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Experience & Education
Licenses & Certifications
Volunteer Experience
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Provided leadership and support to sort food for delivery and donation to community members in need.
Food shelf of Omaha
- 1 year 7 months
Social Services
Projects
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Process Reengineer for National Home Warranty & Services Provider
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Designed and reengineered the digital experience of the Home Warranty Consumer.
Through an exhaustive and in depth deep review of the current service delivery and customer engagement processes for the client. The Infinite Green team was able to completely overhaul and document in detail over 200 discreet processes. With this process reengineer initiative was a detailed business development and brand engagement strategy that will propel the client to industry leadership once implemented.Other creators
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5 Problem-Solving Tools For Leaders Credits to Jay Mount, follow for more insightful content. 👇 If this helped, share it with someone who needs…
5 Problem-Solving Tools For Leaders Credits to Jay Mount, follow for more insightful content. 👇 If this helped, share it with someone who needs…
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