I’m a Customer Experience (CX) and Service Operations Executive with over 20 years of experience helping organizations transform how they deliver services, engage employees, and create meaningful and valuable customer outcomes. Throughout my career, I’ve focused on aligning customer experience strategies with business objectives to drive measurable impact. My background spans IT service management (ITSM), digital transformation, organizational leadership, and building scalable solutions that improve both operational performance and customer satisfaction. As the Founder and President of McGarahan & Associates, I partner with organizations to optimize service delivery, elevate employee experience, and implement customer-centric strategies that drive loyalty and long-term, profitable growth. Previously, I served as Senior Director at First American Financial Group, where I led workplace and collaboration services, delivering enterprise-wide transformational technology initiatives and improving service efficiency across the enterprise. I’m actively involved in shaping the future of Customer Experience and IT Leadership through my roles on Advisory Boards, including HDI, HP’s Advisory Council for Executives (ACE), and UC Irvine.