What I Like to talk About

Enhancing Customer Experience involves a shift in thinking. Service leaders are faced with doing more with less, while facing rapid-fire changes in technology and service delivery. As a Fortune 150 Customer Experience innovator and trend forecaster, Brian Dennis has developed 10 simple lessons to help leaders cut through the clutter, focus on customer service, and change their business.

In this high-energy presentation, you’ll learn why an unsatisfied or even satisfied customer is not a loyal customer. You’ll find out how to convert customers into HIGHLY satisfied customers, who are champions for your company. Plus, you’ll hear stories and anecdotes that distill perplexing concepts into easily understood ? and actionable ? ideas you can immediately implement. And you’ll walk away with 10 proven service lessons that you can turn to, again and again, to elevate your Customer Experience.

My Background

Former Vice President of Customer Experience for Kohl's Department Stores. 

  • Headed the team that earned top 1% ranking across the world on Associate Engagement score measured by Kenexa®
  • Given Customer Service CX Score of ‘Excellent’ and named ‘Top Customer Experience Retailer’ by Forrester.
  • Awarded ‘Best Department Store for Customer Service’ by the Harris Poll.
  • Named ‘America’s Hottest Retailer’ by Forbes three consecutive years, saying, “Kohl’ excelled in virtually every attribute of its customer service and outdistanced competitors by two to four times.”


sussex, Wisconsin


Available Upon Request


Often referred to as “the customer service guy,” Brian Dennis is recognized internationally as a customer experience innovator and trend forecaster. He understands that effective service leaders must have vision, commitment, and a customer lens on everything they do. Brian is a Fortune 150 executive and author of two books with his most recent titled, If the Customer’s the Copilot, You’re in the Wrong Seat. In his book, Brian applies a simple approach to explain complex ideas and offers concrete suggestions to elevate Customer Experience today – and re-imagine it to meet your organization’s customer service needs in the future. He has delivered keynotes to attendees who represent a significant percentage of Fortune 500 companies. Brian is an advisor on the CX University Excellence Board and also serves on their thought leader/teaching faculty with some of the most innovative minds in the CX field.

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