EXETER, RI — May 7, 2019 – NWN Carousel today announced it has named Stephen Drew as Vice President of Contact Center Solutions. Reporting to Carousel’s Chief Technology Officer Jason Viera, Stephen will lead strategic direction for the company’s rapidly growing Contact Center practice.
A 20-year technology industry business leader with extensive global experience, Stephen will collaborate with Carousel’s clients to help improve their customer service delivery processes and performance. This includes development of customer service delivery strategies and execution, business discovery/solution development, return on investment analysis, and technology evolution plans.
Stephen will be responsible for Carousel’s overall Contact Center go-to-market strategy, partnering with Carousel’s Sales and Engineering teams to ensure positive customer business outcomes are achieved. Finally, Stephen will work to enhance and build new products and service offerings, as well as manage existing offers throughout their lifecycle.
“The addition of Stephen Drew to our Contact Center practice and Carousel’s Management Team underscores our increasing investment in modern contact center tools, technologies, and resources to enable enterprise clients to deliver an unmatched experience while achieving their broader business goals,” said Viera. “Stephen’s successful track record in managing complex application and infrastructure optimization projects will be critical to our goal of expanding Carousel’s contact center cloud and managed services portfolio and client opportunities.”
Stephen joins Carousel from Cigna, where he most recently served as an IT Senior Director in Cigna’s Global IT Organization. In this role, he was responsible for customer and operations systems supporting Cigna’s Global Customer Care Centers—a workforce of more than 18,000 agents in nearly 40 global centers. Stephen previously spent six years as a VP of Professional Services for eLoyalty Corp. leading contact center technology implementation and optimization services. Stephen holds an M.S. in Finance from the University of Notre Dame and a B.S. in MIS from the University of Maryland. He is currently a PhD candidate at Benedictine University’s Center for Values Driven Leadership.
“I’m excited to be joining the company at a time of rapid evolution in the contact center arena,” said Stephen. “I look forward to applying Carousel’s proven strengths in cloud, professional services, and its deep portfolio of contact center solutions to a broader array of clients as they reinvent the service experience for their clients.”