Customer Research Center, Managing Partner, Steve Grant

Mr. Grant has over 30 years of experience in executive management, service strategy, process optimization, and organizational restructuring with some of the most prestigious brands in the financial services industry.

As the EVP of North American Operations at American Express, Mr. Grant led a team of 15,000 dedicated service leaders and front line representatives to unparalleled levels of efficiency and customer loyalty.

At First Data Resources, MasterCard, Marsh & McClennan, WebMD, and Willis, Mr. Grant led enterprise initiatives to redesign technology infrastructures and redefine the customer relationship between front end sales managers and shared service centers.

Mr. Grant is the author of numerous articles and two books, The Telecom Library Guide to Automatic Call Distributors, New York:  The Telecom Libary, 1986 and the forthcoming High Impact Quality, New York:  Lotus Pond Media, 2009.  He is a regular on Bill Anderson's "Financial Voices" radio show at WURD 900 AM in Philadelphia where he addresses quality management topics with business owners and community leaders.   Mr. Grant is an accomplished and dynamic speaker with experience at industry forums and quality management venues worldwide.  Mr. Grant reserves 20 speaking days a year for non-profits, charitable, and educational organizations.  Please contact Mr. Grant via email info@highimpactquality.com to request a speaking commitment for 2009 (501(c)3 designation required for pro bono engagements).