Randy has been shaping customer experiences—and improving sales, service, and loyalty—for more than 25 years. Throughout his career, he has built a reputation for merging business acumen and data-driven insights with an unwavering focus on people. This approach has yielded consistent results: happy customers, high-functioning operations, and proven results.
Randy established a distinguished record of performance with Harris Connect/PCI while steering the company through major transformations: growth, restructuring, and the acquisition by PCI. In his most recent role as SVP of Inside Sales, he guided teams to create an unparalleled customer experience (skyrocketing five-out-of-five-star ratings) while producing 3x growth and eliminating inefficiencies at every turn.
His razor-sharp emphasis on culture, people development, and customer care were recognized with the International Customer Management Institute (ICMI) global award for “Best Medium Contact Center.”
Randy launched Conrad Consulting Group, where he assists organizations in increasing profitability while deepening customer care. He offers strategic solutions to help his clients unlock their potential.
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