With more than 20 years of experience in global, enterprise IT service, and operations management, self-proclaimed customer service junkie, IT whisperer, and change sage Michael Pacitti is passionate about service. As a change catalyst, he has a track record of conceiving, evangelizing, and heading revolutionary global initiatives in various industries. He is fascinated with the details that enable us to engage with and execute on disruptive ideas. Pacitti has a knack for infusing user insights to optimize the customer journey while propelling service agility, responsiveness, and transparency. He has held various leadership and principal consulting roles at T-Mobile, Activision | Blizzard, BayCare Health Systems, USAA, Rite Aid, Columbia University, and CHANEL to name a few.