Keith Gilson

Director of Practice Operations, Toronto, Canada


Putting behavioral psychology to work to improve the customer experience

Nobel-winning insights help top companies create the best customer experiences.

Winning the expectations game in customer care

Call centers aren’t what they used to be. Here’s how to capture the loyalty of increasingly demanding customers.

Support functions: Creating value via lean fundamentals

Support functions with lean methods can achieve major improvements in speed, quality and efficiency

Using behavioral science to improve the customer experience

Psychological principles can improve the customer experience at little cost

Making the leap to omnichannel

MetLife’s head of Global Customer Solutions discusses the insurer’s transformation from a traditional to an omnichannel strategy.