Andy is Chairman and CEO of Service Management Group (SMG)—a leading, global customer experience measurement firm that combines technology and insights for the world’s leading brands, including a host of Fortune 500 companies. Andy co-founded SMG in 1991 to help brands increase profitable sales by driving employee engagement and customer loyalty. Andy has served as an expert contributor in customer experience, employee engagement and brand research to The Wall Street Journal, USA Today, and Fast Company.

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