Wesley Purcell

Commander
DISC Type : D

Sr. Director, Contact Center Transformation at GEICO

Boerne, Texas, United States

Overview

Wesley is a results-driven executive at GEICO, focused on integrating Generative AI to create exceptional omni-channel customer experiences. With an MBA from St. Marys University, he specializes in contact center transformation, shaping roadmaps to improve customer experience and reduce costs. Colleagues describe him as a strategic, innovative leader and a "real driver".

He champions transforming contact centers from cost centers into revenue-generating assets through strategic technology and process improvements.

Personality Overview

Strong-Willed

Impact-Driven

Candid & Clear

They like to be in a position where they can control the conversation and terms.  More than the product, they care about the effectiveness of the product. They respond better to strong and respectful interactions.

Topics They Care About

AI in Contact Centers
Focuses on using transformational Generative AI for conversational IVR, digital deflection, and agent assistance to resolve issues and lower costs.
Omni-Channel Strategy
Leads teams to create exceptional customer experiences across mobile, web, voice, and contact centers, recently managing an AWS Connect rollout at GEICO.
Contact Center Transformation
Passionate about rebuilding legacy operations by rethinking workforce strategy, customer journeys, and the foundational role of AI in customer service.

Media Appearances

75 AI Leaders 2024 – Wesley Purcell, Sr. Director, Contact Center Transformation, GEICO. Featured in PolyAI

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From GEICO Direct to Next Connect – How GEICO’s Contact Center Transformation Is Evolving. Featured in Coverager

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Work History

3-2024
Sr. Director, Contact Center Transformation at GEICO
8-2022 - 3-2024
Head of Digital Self-Service at Citi
7-2019 - 7-2022
Head of Contact Center Engineering, Product Management and Strategy at Vericast
8-2012 - 7-2019
Head of Digital Channels, Assistant Vice President at USAA
1-2008 - 8-2012
Corporate Applications Engineering, Executive Director at USAA

Education

2017 - 2019
Master of Business Administration - MBA from St. Mary's University
1991 - 1995
BBA from Texas State University

More Information

Social Presence :

Prographics :

Exp : 39 Location : Boerne, Texas, United States Job Level : Senior Designation : Sr. Director, Contact Center Transformation at GEICO
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Insights For Selling To Wesley

During A Call Or A Meeting

DO's

  • Refer to testimonials from well-known industry leaders
  • Objectively showcase the impact that your product creates
  • When negotiating terms, help them build an impression that they are the ones calling the shots

DONT's

  • Do not back off when challenged, respond with a confident, objective answer instead
  • Don’t focus on process and rules, give the impression of being a ‘gets it done’ person
  • Don’t take too much time in sending them information if they ask for any

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Wesley is

  • Conviction around the impact matters the most to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Wesley

  • If they are not convinced, they will say no without any hesitation.

Insights For Deal Planning

    How fast (or slow) will Wesley move?

  • They can take decisions very fast if you manage to convince them.
  • Can Wesley take some risk or not?

  • The risks don’t matter much to them.

You And Wesley

Personality Compatibility


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