Kelly Craft is the Principal and Founder of AptiSense, an advisory and research consulting group focused on Customer Strategies.
Kelly has been carrying the torch while pushing the boundaries forward on enterprise optimization for 26 years. She’s a diehard data geek who has earned the respect of many senior executives by sharing her experience, strategies and tactics for understanding the key levers of their businesses.
Kelly has more than 20 years of experience in customer service, CRM, and BPM consulting, research, and strategic advisory services. Most recently she spent 12 years with Exact Software and their channel partners, focused on Enterprise Collaboration, Customer Service, and CRM implementations. she is an accomplished business leader, management consultant, and respected voice in the CRM/SCRM community of analysts. She is currently advising organizations and CRM solution vendors on extend customer interactions from the CRM niche to the entire organization in their efforts to become Social Enterprises.
As the director of Product and Business Development for Aptisense, Kelly is bringing that insight to a broad set of customers defining business intelligence architecture to guide organizations in exploring new data concepts, improving knowledge work productivity, and training teams on the impact of pervasive communications, applying and weaving them into operational processes. Building on past successes with customers like Biosensors, Wireless Telecomm Group, Metagenics, Saint-Gobain, Caterpillar Inc., Alltech, and Kolbe Corp., she continues to push boundaries with new data and enterprise technologies.
Kelly brings insight, experience, and an effusion of humanity to her writing, her speaking, her work, and her teams.
Kelly was recently listed as one of the 2013 Customer Service Top 100 twitter accounts by public nomination and then selection by the judges of ICMI Call Center.