Meet Our Speakers
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Tom Brennan, Global Director, Customer Service Transformation, ServiceNow
Tom serves on the Board of Directors for the Consortium for Service Innovation, a non-profit industry consortium that pursues innovative ways to improve the customer experience and is the IP owner of Knowledge Centered Service - KCS®
Tom joined ServiceNow in December 2017 to build and lead the Customer Service Transformation team comprised of experienced service delivery and Cx executives with proven transformation results, at scale. Tom currently serves as a Principal Strategist for Customer Service Digital Transformation for the Americas. Prior to joining ServiceNow, Tom served as VP of Global Support Services for Avaya, led the Private Cloud/Managed Services Delivery and Digital Transformation, resulting in record levels of customer satisfaction, top performer retention, operational key metrics, significant reduction in cost profile, record levels of margin improvement and overall economic impact of greater than $700m.
Prior to Avaya, Tom held a variety of executive roles, over 23 years, at Oracle including North America Support Delivery, Knowledge Management, and TechOps with integration of over 85 acquisitions, unifying the customer and support engineer experience all on a single instance with standard global processes. Transformation efforts at Oracle delivered total economic value greater than $500m. Prior to Oracle, Tom served as Director of IT at Cisco. Tom began his career in IT after receiving his Computer Science degree from Washington State University. Connect with Tom on LinkedIn today.
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Kevin Brooks, Principal Digital Strategist for DoD & IC
Kevin has more than 28 years as a military and federal leader of organizations and teams and is skilled at building large-scale transformation initiatives. He has a proven track record of leveraging his skills to implement people and process solutions that increase satisfaction and drive growth. In his previous jobs, he has led the functional implementation of an Air Force-wide updated of the MyPers (HR) system, moving the platform to the Oracle Service Cloud and posturing it for future expansion as a modern HR system. Additionally, he championed the development of a more analytics-savvy workforce across all levels of operations within AF/A1 to better leverage emerging gains in predictive analytics and data-focused decision making. His track record of leveraging his skills to implement people and process solutions with highly effective performance-improvement measures, that increase satisfaction and drive growth, is well respected.
Kevin has more than 28 years as a military and federal leader of organizations and teams and is skilled at building large-scale transformation initiatives. He has a proven track record of leveraging his skills to implement people and process solutions that increase satisfaction and drive growth. In his previous jobs, he has led the functional implementation of an Air Force-wide updated of the MyPers (HR) system, moving the platform to the Oracle Service Cloud and posturing it for future expansion as a modern HR system. Additionally, he championed the development of a more analytics-savvy workforce across all levels of operations within AF/A1 to better leverage emerging gains in predictive analytics and data-focused decision making. His track record of leveraging his skills to implement people and process solutions with highly effective performance-improvement measures, that increase satisfaction and drive growth, is well respected.
Kevin's last Active-Duty job was Chief, Career Field Management and Readiness Division for HQ USAF/A1. He was responsible for strategic planning, organizational construct, training, and development, recruitment, and retention for a workforce of over 20,000 employees. Kevin led the organizational and change management efforts for three major HR projects: HR Information System (HRIS) update; AF HR learning organization model; Base-level service delivery unit (Force Support Squadron) reorganization, positioning the Air Force for future success. You can connect with Kevin Brooks on LinkedIn here.
