Roger Lee

Principal Evangelist, Customer Experience Management Growth Initiatives
OpenText

As the customer experience leader for OpenText’s Work Force Optimization solution, Roger Lee influences the overall strategic direction and product management. In this capacity, he collaborates closely with customers, industry analysts, research and development, sales, and the executive management team to plan and implement the product roadmap as well as integration into the overall portfolio of related customer experience management products.

Mr. Lee has more than 20 years combined experience in finance, call center operations,information management systems, restaurant operations, payroll services and quality.  This experience includes developing and implementing a quality monitoring program, formalizing and implementing Lean Sigma in the call centers resulting in approximately $10 million in cost savings. Roger has held several leadership positions and been characterized as an “other-centered leader” who fosters a transparent environment with an emphasis on engaging and actively listening to all staff and customers.

Mr. Lee has been featured in global industry publications including Contact Center World, Customer Interaction Solutions, Call Center Network Group (CCNG), and CallCenter Magazine.

Mr. Lee received his bachelor's degree in accounting at the University of St. Thomas in Minnesota and is based at the HP office in Minneapolis, Minnesota. Roger is a certified generational trainer and served as a team leader for the Minnesota Council for Quality, assessing local companies using the Malcolm Baldrige criteria.  He was also a member of the American Society of Quality (ASQ) who served as Vice Chair of the Education & Advancement section of the Minnesota chapter.

Roger welcomes feedback, questions, and discussions on how you are improving the customer experience in your organizations. Check out his blog – From the Desk of Dr. WFO - at http://hpsw.co/Fp8e5B7 and follow Mr. Lee on Twitter @dr_wfo.



11:30 AM GENERATIONAL SHIFT: What’s your Strategy as Millennials Take Control of The Purse Strings?

Millennials are now the largest generation in the U.S.; Forbes estimates they will spend
an estimated $200 billion annually and $10 trillion over their consumer lifetimes.
·· Deliver experiences and provide service that is smarter, faster and more
technologically advanced
·· Provide exceptional service to the generation that