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About the Author
Shane Chagpar is a project manager and global technical lead for Kepner-Tregoe.
Shane specializes in driving digital transformation programs focused on service operations and customer experience. He has deep expertise in IT strategy and performance improvement, as well as a healthy obsession for customer experience. Shane has worked closely with clients as a mentor, facilitator, and process expert. Throughout his career, he has led over 45 digital improvement projects across several continents, dramatically redefining the processes that improve customer experience. In addition, he has helped over 2,700 professionals and 300+ coaches develop their ability to think critically under pressure and make smart decisions.