Advisory Board

Mike is responsible for all of the customer facing and back office operations at ECSI. Mike has been working in leadership positions within operations, customer service, and contact centers for over 20 years. He joined ECSI in August 2016 and has focused on designing positive customer experiences by providing both the highest level of traditional customer service, as well as, the most current, best in class digital service technology.

Ken is the Vice President of Customer Service and Digital Operations at Pearson, the world’s largest education company. Ken consistently evangelizes the need to make Customer Service a way of working vs. a function (connected to business strategy); he builds teams by focusing on first who, then what; and he does his best to manage by looking down, not up. Ken has spent most of his career transforming Operations and Channels. Outside of work, he is a husband to 1, parent to 2, a recreational athlete, and a music and beer enthusiast.

Mike leads a London and Tokyo-based team of strategists, researchers and designers to deliver the best digital experience for Nissan Shoppers and owners in 60+ countries worldwide. Driving a rapidly evolving automotive industry, his focus is on digital car sales, demystification of electric vehicles, and designing a distinctive Nissan experience: one where every detail of the digital experience reflects Nissan’s unique DNA.