EXECUTIVE PROFILE
Tim Gogal, Senior Director of Client
Experience Innovation
Tim Gogal built his career in the customer service
industry. He’s an Entrepreneurial Leader, Strategic
Thinker, Cultural Change Agent, with a passion
for Anthropology, Ethnology, and Service Design
Strategy with a focus on changing the landscape
of business technology in today’s digitally disrupted
world. His specialties include: Sales & Consulting,
Corporate Management, Telecommunications
(Voice) Architecture, Business Analytics,
Customer Service Operations Management,
Application Development.space, along with the customer service
industry, uniquely allows Avaya to
position itself as an industry expert,”
says Gogal. As a business with a great
understanding of the industry surround-
ing it, the firm uses its knowledge
to stay on top of vertical trends. Avaya
combines trends of the future with
its end customer experience through
two key areas — service design
and driving business outcomes.
Gogal will deploy a team of software
developers and digital transformation
strategists to build prototypes
for the client leveraging service design
practices focused on streamlined
business process models. “We start
the process by understanding explicitly
what our end customers want from
the brand from an experience perspec-
tive,” he notes. Following the initial
stage, the business will conduct
interviews to align with the executive
level visions of the company. During
the consulting process, the team will
build the business model into
a communication workflow that
focuses on streamlining the experience. 279http://www.gigabitmagazine.com