About

Hi, and thanks for taking a moment to learn a little bit about me. I am a technology leader and mentor, spending my time bridging the gap between business and technology to drive business value from technological advances. I have found that writing this blog, as well as participating on other blogs has given me the opportunity to see things from a wide variety of perspectives.

I am a practitioner in the area of customer experience, customer service and customer relationships. Laser focus on helping businesses to understand the importance of balance; among people, process, platforms and play. It is not about the delivery, nor the source; open, closed, premise or cloud, it is about solving the problem and getting jobs done. A modern, unique but practical view of customer strategy, process improvement and technology optimization achieved by creating tight alignment between business strategy, goals and objectives. I dabble in photography, ski when there is snow, run when it is below 70 degrees (down to 10 degrees) and enjoy writing and being a geek dad.

I am a process driven implementer, building solutions that make sense, taking into consideration people, process and technology, in that order.

My Day Job – Managing Partner, DRI


We launched DRI US in October  2012, I am responsible for building and leading the US business, innovating technology and customer experience in the age of social.  I will be leveraging my experience in product management, systems architecture (including both transactional and analytical business applications) and strategy development.

The hyper-connected, mobile, choosier, but ‘I am your customer’ demands simplicity and is less tolerant of business-driven organizational procedures. From the telephone to email and community through self-service, the challenge, therefore, is to to create a consistent, efficient and differentiated experience that will help companies to construct a genuinely social and customer-centric business.

There is more to the story, feel free to ping me if you want to explore it more.

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  1. glennross
    June 28, 2011 at 2:00 pm

    Great post, Mitch. It started me thinking and I wound up here: http://bit.ly/ivSuLT

  1. June 19, 2010 at 1:34 am
  2. May 22, 2011 at 10:43 pm
  3. May 15, 2012 at 12:14 am

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