Phil Verghis has been called a “brilliant strategist and innovator” by the Service & Support Professionals Association and is a highly sought after speaker around the world. He is a past chairperson of HDI’s Strategic Advisory Board, and was the chair of the metrics committee of HDI’s Technical Support Advisory Board. HDI is the largest membership-based technical support organization in the world.
Phil has received numerous industry accolades, including the only two-time winner of Service News magazine’s “Service 25” award from given to people who made a significant impact in the field of service and support. He was also named a “leader and legend” by STI Knowledge for making some of the most notable contributions to the support industry over the last decade. The Verghis Group is a Recognized Innovator and won the first-ever Innovation in Consulting award from TSIA in the Spring of 2011.
His book, The Ultimate Customer Support Executive, was on Harvard Business School’s Working Knowledge recommended list and was called “by far the most intelligent book on how to manage support organizations” by the Association of Support Professionals.
Prior to founding The Verghis Group, Phil was vice president of infrastructure support at Akamai Technologies where he started the global customer care and service delivery teams that handled mission-critical customer lifecycle support for corporate customers around the world.
At a key point in Akamai’s history following the dot com crash, Phil was asked to take on three other VP jobs addition to Global Service Delivery. This included the world’s largest distributed IP network (25,000 assets comprising 15,000 servers in 60 countries), the global Operations role and most of the CIO role. His leadership of an interdisciplinary team saved the company $33 million on an annualized basis in network Cost of Goods Sold while network traffic tripled during that period, to tens of billions of hits per day. Akamai grew from $4M in annual revenue in 1999 to $161M in 2003, and became profitable in 2004.
Prior to Akamai, Phil worked at Duke University and at the University of New Hampshire.
Phil has a Bachelor’s degree in Electrical and Computer Engineering and an MBA — both from the University of New Hampshire. He was an adjunct faculty member at the University of New Hampshire, where he taught in the MBA program.
Dr. Adam Krob is a senior consultant with The Verghis Group, Inc. For more than two decades, Adam has studied and evaluated IT and customer support structures. While his career spans numerous areas, his core focus has always been the optimal alignment of support with an organization’s goals and the use of knowledge management strategies, such as Knowledge Centered Support, as a tool to achieve these goals.
Within this framework, his specialized expertise has benefited companies and educational institutions of all sizes, from small colleges to large companies.
Beginning at Duke and Tulane Universities, Adam plumbed areas as diverse as strategic planning and execution, ERP software management, and business continuity. A longtime New Orleans resident, his experiences during Hurricane Katrina further enriched his understanding of the unique challenges facing business and academic continuity initiatives. Adam also understands the complexities of serving global customers, having lived and worked in Europe.
Before joining The Verghis Group, Adam was Vice President at Presidium, Inc., where he co-founded its IT Consulting division.
Adam earned his MA and PhD in Political Science from Duke University, and his MBA from Tulane’s Freeman School of Business.
William (Bill) Stockton brings over two decades of international experience with the financial services industry to his role as a Senior Advisor at The Verghis Group, Inc.
During his distinguished career at Deutsche Bank (DB), Bill managed business-critical, globally deployed and complex application support—utilizing internal and external managers and staff. His innovative approach and alignment of resources across the organization helped project leaders and support managers successfully adopt and implement the knowledge management process to over 7000 support staff around the world. Keenly interested in ensuring change ‘sticks’ when a company transitions to a knowledge sharing organization, Bill works closely with clients to develop and translate strategies into specific goals, tactics and deliverables to achieve the desired results.
Recognized by Deutsche Bank for his expertise in Knowledge Centered Support (KCS) methodology, Bill has also successfully deployed ITIL training (Foundations), ITIL-aligned support services and service improvement functions.
While at DB, Bill owned the relationship with the Consortium for Service Innovation. In addition to enrolling the Bank in the Consortium, he hosted leadership summits, participated in executive Consortium summits and presented innovative KCS deployment features at member summits.
His current areas of research include:
- 120 Seconds – what a ‘thin slice’ of a call recording can tell us about behavior leading to great customer satisfaction – with Dr. Judy Hall, Northeastern University and Phil Verghis, The Verghis Group;
- Driving more placements per interview – targeted to recruitment firms – with Dr. Judy Hall, Northeastern University and Dr, Marianne Schmidt-Mast, University of Neuchatel and
- SALSA – creating a better search result when searching for knowledge in a knowledge base – with Richard Rohleder, M. Sc., Deutsche Bank
Bill graduated from the University of North Carolina at Chapel Hill with a degree in Psychology and was both selected for, and completed, the executive education and leadership program at London Business School. He is also a member of the Micro Finance Club of New York and tutors kids at the JCCA Two Together Tutoring program.