*trusted advisor to service & support leaders* ; Author "The Ultimate Customer Support Executive"
Greater Boston Area
- Current
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- President at The Verghis Group, Inc.
- Past
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- VP, Infrastructure & Support at Akamai Technologies
- VP Infrastructure & Support at Akamai
- VP, Service Delivery at Akamai Technologies
- Senior Director, Service Delivery at Akamai Technologies
- Director (Board of Directors) at DAN Services Inc,
- Director, Customer Care at Akamai Technologies
- Office of Information Technology at Duke University
- Education
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- University of New Hampshire - Whittemore School of Business and Economics
- University of New Hampshire
- Lawrence School, Lovedale
- Recommended
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5 people have recommended Phil - Connections
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500+
connections
- Industry
- Information Technology and Services
- Websites
Phil Verghis’s Summary
More than ever, you face decisions about support and services strategy that take you into uncharted territory.
How should you structure global support? How do you motivate a globally distributed support team? Can you migrate customers from free to fee-based support? Is self-service really an option? What about new technologies? How do you switch from ‘activity’ based metrics to ‘outcome based’ metrics? How do you make support the voice of the customer? How can you move to a 'tier less' model of support or Savvy Support?
These are tough issues because your best in-house people simply don’t have the right information to show all your possible options.
That’s why it’s probably time to have a chat with Phil Verghis. Phil is a highly respected management consultant who has helped dozens of support and services executives devise winning strategies. He’s been a top-level support executive himself, he’s written the definitive book on customer-centric management, and he has hands-on experience with implementing new metrics, new systems, new business models, and new market development initiatives.
But most importantly, Phil brings a fresh perspective to problems that seem to have no easy solution. One client calls this knack “Phil’s magic.” Another says, “You helped us see possibilities that we never knew existed.” And another calls him “my most trusted advisor.”
If you’re venturing into uncharted territory and want a better idea of your options, give Phil a call at +1 (617) 395-6613 (or send him an e-mail at Phil [at] verghisgroup.com). Talk about the problem you’d like to solve, and see if he can help. Then, if you like what you hear, consider bringing Phil in to your offices for a one- or two-day brainstorming session, or perhaps for a larger project or an ongoing advisory relationship.
With Phil as your advisor, you’ll be surprised at how many new possibilities open up for you and for your company.
Phil Verghis’s Specialties:
Strategy advice and mentoring programs that ensure you are a strong advocate for the voice of the customer.
Work with companies optimizing global support based on experience running support and operations in over 60 countries.
Support center assessments for external, internal, or university support centers.
* Keynotes and workshop
Top-rated presenter on strategy and global support. Have a workshop on how to ‘earn and then demand respect’ on behalf of your customers, based on my book.
Phil Verghis’s Experience
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President
The Verghis Group, Inc.
(Management Consulting industry)
February 2004 — Present (5 years 6 months)
*trusted advisor to service & support leaders around the world*
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VP, Infrastructure & Support
Akamai Technologies
(Public Company; 501-1000 employees; akam; Information Technology and Services industry)
September 2002 — January 2004 (1 year 5 months)
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VP Infrastructure & Support
Akamai
(Information Technology and Services industry)
1999 — 2004 (5 years)
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VP, Service Delivery
Akamai Technologies
(Public Company; Information Technology and Services industry)
September 2001 — October 2002 (1 year 2 months)
Responsible for Global Technical Support, Account Management, Professional Services
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Senior Director, Service Delivery
Akamai Technologies
(Public Company; Information Technology and Services industry)
September 2000 — September 2001 (1 year 1 month)
Managed Global Technical Support, Account Management, Media Services (Internet Video and broadcasting)
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Director (Board of Directors)
DAN Services Inc,
(Privately Held; 11-50 employees; Insurance industry)
1997 — 2000 (3 years)
On the board at at DAN Services Inc., a for-profit, wholly-owned subsidiary of Divers Alert Network (DAN), a non-profit 501(c)(3) corporation.
Divers Alert Network (DAN) is a 501(c)(3) non-profit medical and research organization dedicated to the safety and health of recreational scuba divers and associated with Duke University Medical Center (DUMC). DAN is supported by the largest association of recreational divers in the world.
DAN Services, Inc. was formed to assist DAN in fulfilling its mission. -
Director, Customer Care
Akamai Technologies
(Public Company; Information Technology and Services industry)
August 1999 — September 2000 (1 year 2 months)
Started Global Technical Support team that won multiple awards
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Office of Information Technology
Duke University
(Information Technology and Services industry)
1996 — 1999 (3 years)
Phil Verghis’s Education
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University of New Hampshire - Whittemore School of Business and Economics
MBA , 1994 — 1996
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University of New Hampshire
BS EE , Electrical & Computer Engineering
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Lawrence School, Lovedale
Additional Information
Phil Verghis’s Websites:
Phil Verghis’s Groups:
Association of Support Professionals, Consortium for Service Innovation,
HDI, Research Roundtable on Service Performance Management, SSPA - Service and Support Professionals Association,
TiE-Boston,, GEPS, MIT Sloan CIO Symposium
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Service & Support Professionals Association -
HDI - Professional Association for the IT Support Professional -
Old Lawrencian Association -
Akamai Community -
First Wednesday Group -
Consortium for Service Innovation -
The Global CIO & Executive IT Group (An MIT Sloan CIO Group)
Phil Verghis’s Honors:
Customer Support Team of the Year (winner or finalist) - 2004, 2003, 2001
Leader and Legend of Support Industry for making a significant difference to support profession
Two time winner of 'Service 25' given for making outstanding contributions to industry
Akamai 'Founders Award'
Phil Verghis’s Contact Settings
Interested In:
- career opportunities
- consulting offers
- new ventures
- expertise requests
- business deals
- reference requests
- getting back in touch
