Brian Liebenthal

Key Innovations

• AI-Enabled Concierge Platform Development: Spearheaded the creation of an innovative AI-enabled concierge platform, implementing Human-in-the-Loop AI operations to enhance customer service delivery.
• Strategy and Design Leadership: Lead strategic planning and design for AIenabled concierge concepts, optimizing AI-human interaction models and workflows
• Family Profile and Recommendation Engine: Prototyped a comprehensive family profile and recommendation engine, enhancing personalized customer experiences for users.
• AI-Driven Customer Insights: Implemented AI-augmented analytics solutions, including Customer Engagement Profiling. Developed comprehensive reports combining interaction data and sentiment analysis to provide insights on member engagement, satisfaction, and churn risk.
• Proactive Outreach Strategies: Utilized AI-driven insights to guide targeted, timely customer interactions, enhancing overall engagement and retention.
• GenAI CRM Integration: Ensured reliable and consistent virtual assistant interactions by integrating Gen AI with Salesforce.

Key Achievements:

AI-Driven Operational Transformation:

• Designed and led a groundbreaking AI initiative that increased operational capacity by 40%
• Reduced cost per member by 95% (from $3,800 to $200) within the first year
• Orchestrated a transition from a local W2 model to a scalable global outsourcing strategy, quadrupling workforce capacity

Distributed Task Model (DTM) with GenAI Integration:

• Developed and integrated a DTM with GenAI to form specialized virtual assistant teams.
• Reduced new hire training time by 67% (from 3 weeks to 1 week)
  Enhanced service capabilities in areas like Travel, Meal Planning, and Event Scheduling
• Enabled rapid scaling of operations while maintaining high standards of customer service.
• GenAI-Powered Concierge Platform: Designed and launched a GenAI-powered concierge platform, achieving 93% operational efficiency in key verticals while maintaining consistent branded customer experiences.

Strategic Leadership in Dynamic Environments:

• Demonstrated exceptional resilience under pressure of rigid KPIs and constant changes, maintaining team morale and performance. Set a high bar for delivery leadership, steadily guiding teams through difficult changes and organizational pivots.
• Established a data-driven culture by implementing advanced analytics for customer engagement and operational performance, enabling proactive decision-making and continuous improvement.

Global Operations Excellence:

• Established comprehensive benchmark metrics for onshore vs. offshore quality and efficiency
• Implemented a robust system for tracking and enhancing MVP member engagement.
• Developed innovative methodologies for quantifying and driving customer value in a virtual assistant context.

Key Achievements:

Marketing Optimization

• Reduced marketing costs by 75% within six months, slashing cost per lead from $1200 to $38 while implementing a strategic revenue growth plan achieving a 15% month-over-month increase.

Technology Implementation:

• Oversaw design and implementation of new CRM HubSpot) and AxisCare, a Homecare Scheduling platform, streamlining client/caregiver matching and back-office processes
• Built comprehensive analytics dashboards in Power BI and HubSpot, establishing quality standards and key metrics for performance tracking.

Process Improvement:

• To reduce the overall cost per hire, we revamped the caregiver recruitment strategy, automated the application process, and outsourced high-funnel prospecting.
• Developed new sales/customer service process, capturing 500 data points per client, doubling lead-to-client conversion, and enabling proactive care planning.

Data Management:

• Ensured data integrity across all IT systems and implemented a data lake for centralized processing and reporting, through Power BI.

Key Achievements:

• Operational Scaling and Cost Reduction: Transformed a local operation into a multi-site international business, saving $2.5M annually through strategic scaling and outsourcing
• Analytics and Marketing Optimization: Developed multi-channel direct response analytics, optimizing a multi-million-dollar advertising budget, and improving patient acquisition rates.
• Technology-Driven Growth: Lead cloud telephony transition, enabling global deployment and integrating sales with the call center, increasing annual revenue by $950k.

• Achieved an 18% increase in overall sales within the first year, accompanied by an 8-day reduction in new-hire training time and successful execution of innovative e-learning solutions.
• Successfully managed organizational changes, including call center consolidation, while maintaining operational efficiency and employee placement.
• Developed instructional materials such as presentations, videos, simulations and online courses.