Shantel
TotalCX, a leading provider of AI-driven customer experience management solutions, has recently made a significant announcement regarding its leadership team. The company has promoted Brian Futrell, who previously held the position of Vice President of Operations, to the esteemed role of Chief Operating Officer (COO). This move demonstrates TotalCX’s commitment to recognizing and nurturing talent from within its own ranks.
Rising through the Ranks: Brian Futrell’s Remarkable Journey
Brian Futrell joined TotalCX, formerly known as InteractiveTel, in 2011 as the organization’s first employee. Over the years, he has played a pivotal role in the company’s achievements and has been instrumental in its continued success. In recognition of his outstanding contributions, Futrell was promoted to Vice President of Operations in June 2021. During the past two years, TotalCX has experienced remarkable growth, and Futrell’s expertise in managing day-to-day operations has been integral to creating seamless processes that fostered cohesive growth across his teams.
Expressing his gratitude and excitement about his new role, Futrell stated, “Leading TotalCX’s operations has been incredibly rewarding, and I am honored to be recognized for my achievements by being promoted to COO. The impact I have had on the company’s growth is something I take great pride in.”
The Significance of the Chief Operating Officer Role
The position of Chief Operating Officer holds great significance within any organization. It involves implementing company strategies into daily operations and establishing a robust framework that aligns with broader corporate goals. Futrell’s analytical skills and extensive experience in meeting TotalCX’s operational requirements have earned him high praise and ultimately led to his well-deserved promotion to COO.
Gary Graves, the CEO of TotalCX, acknowledged the importance of a seamless customer experience and the need for operational alignment. He stated, “As we strive to create an outstanding customer experience, it is crucial that our operations are in sync with our overarching vision. Promoting Brian to the COO position aligns with our goals, and we look forward to seeing his growth in this new role.”
About TotalCX: Revolutionizing Customer Experience Management
TotalCX is a leading company that offers comprehensive customer experience management solutions. Leveraging the power of automation, AI technology, ongoing training, real-time assessments, and staff augmentation, TotalCX provides businesses with a holistic approach to managing customer experience. The company’s award-winning Hosted PBX further enables organizations to scale easily and enhance collaboration within their teams. TotalCX’s cutting-edge technology captures and analyzes voice and text communications in real-time, providing stakeholders with timely insights that accelerate decision-making and drive improvements in customer experience and overall business results. With over 4,000 businesses, ranging from startups to Fortune 500 companies, utilizing its solutions, TotalCX has established itself as a trusted partner in the field of customer experience management.
The TotalCX Advantage: A Comprehensive Approach
TotalCX takes a comprehensive approach to customer experience management, leveraging cutting-edge technology and industry best practices to deliver exceptional results. The company combines automation, AI technology, ongoing training, real-time assessments, and staff augmentation to create a holistic solution that meets the diverse needs of businesses.
Automation and AI Technology
TotalCX’s solutions are powered by advanced automation and AI technology, enabling businesses to streamline their customer experience processes. Through intelligent automation, tasks that were once time-consuming and prone to errors can now be executed efficiently, freeing up valuable time for employees to focus on delivering personalized experiences to customers. AI technology enhances data analysis capabilities, providing actionable insights that drive informed decision-making.
Ongoing Training and Real-Time Assessments
TotalCX understands that customer experience management is an ongoing process. To ensure continuous improvement, the company offers comprehensive training programs for employees at all levels. These training initiatives equip staff with the necessary skills and knowledge to deliver exceptional customer experiences consistently. Real-time assessments provide immediate feedback, enabling businesses to address any issues promptly and make data-driven improvements.
Staff Augmentation for Scalability
As businesses grow, the demands on customer experience management increase. TotalCX’s staff augmentation services provide organizations with the flexibility to scale their operations effectively. By seamlessly integrating additional resources, businesses can meet customer demands without compromising the quality of the experience.
Driving Success: TotalCX’s Impact on Businesses
TotalCX’s solutions have had a significant impact on businesses across various industries. By leveraging the company’s technology and expertise, organizations have been able to achieve remarkable results in customer experience management. The real-time capture and analysis of voice and text communications empower stakeholders to make data-driven decisions that enhance customer satisfaction and drive business growth.
One of TotalCX’s clients, a startup in the e-commerce sector, attests to the effectiveness of the company’s solutions. Jane Johnson, the Chief Customer Officer of the startup, states, “TotalCX has revolutionized the way we manage our customer experience. Their AI-driven approach has allowed us to gain valuable insights from customer interactions, enabling us to personalize our offerings and exceed customer expectations. The result has been increased customer loyalty and significant revenue growth.”
Embracing a Bright Future
With the appointment of Brian Futrell as Chief Operating Officer, TotalCX is poised to continue its upward trajectory in the field of customer experience management. Futrell’s exceptional leadership and expertise will undoubtedly contribute to the company’s ongoing success.
TotalCX remains committed to driving innovation and delivering unparalleled customer experience solutions to businesses of all sizes. By combining automation, AI technology, ongoing training, real-time assessments, and staff augmentation, TotalCX empowers organizations to create lasting connections with their customers and thrive in today’s competitive landscape.
In the words of Leez May, the Chief Experience Officer of TotalCX, “We are thrilled about the appointment of Brian Futrell as our Chief Operating Officer. His deep understanding of our operations and his commitment to excellence make him the perfect fit for this role. With Brian leading our operations, we are confident in our ability to continue providing exceptional customer experience management solutions.”
To learn more about TotalCX and its industry-leading solutions, please visit their official website at https://totalcx.com/.
