Author: Brian Dennis

Brian Dennis is an author, keynote speaker, consultant and is the former Vice President of Customer Experience for Kohl’s Department Stores.For more than 20 years, Brian has been a customer service thought innovator who has demonstrated proven excellence in his field. He is the author of 2 books on customer service with his newest title ‘If The Customer’s the Co-Pilot, You’re in The Wrong Seat’ hitting #1 on the Amazon Retail Charts. He is recognized internationally as an industry expert and is a sought out keynote speaker, panelist and key contributor on the integration of customer service, omni-channel and retail.Brian was appointed to the Board of Directors for the Fisher House of Milwaukee. The Fisher House provides a “home away from home” for military and veterans’ families to be close to a loved one during hospitalization for an illness, disease or injury.

Metrics and ROI | VOC and Customer Insights
Focus on Improvement, not the Number
ByBrian Dennis August 2, 2017September 6, 2020
Recently, I purchased a Subaru Outback for my son to use for his internship this summer. I went to the dealer to get an oil change along with some minor work, and overall, I had a good experience. On the improvement side, it took them 40 minutes to get a shuttle to take me to…
Read More Focus on Improvement, not the Number
Employee Engagement | Experience Design
The Portillo’s ‘Golden Ticket’: Where customers and associates both win
ByBrian Dennis March 20, 2017September 6, 2020
Growing up on the South Side of Chicago, I had my choice of numerous hot dog joints and Italian Beef stands to choose from. However, nothing brought me greater joy than when my father would pile us into the car and take us to the Portillo’s in Villa Park, Illinois. Having relocated to Milwaukee, Wisconsin…
Read More The Portillo’s ‘Golden Ticket’: Where customers and associates both win
Customer Centricity | CX Strategy | Experience Design
What a Sensational Customer Experience Looks, Feels, Smells, and Tastes Like
ByBrian Dennis October 5, 2016September 6, 2020
A conference attendee asked me last week what my most recent and best customer service experience was. I mean a game changer that was truly different and memorable. It was actually easier than normal to answer as my wife and I just shopped a retailer we had not been too previously in Oak Brook, Illinois…
Read More What a Sensational Customer Experience Looks, Feels, Smells, and Tastes Like