Customer Experience Advisor Member

Frank Cassell

Active Term: 07/2025 - 06/2026

Areas of Expertise

• Your Customer Experience Strategy
  
• Your Customers, Their Experience Journey
  
• Customer-Focused Innovation
  
• Customer First Culture
  
• Principles of Customer ​Relationship Building
  
• Accelerate & Improve Decisions with Data

VP Customer Incident Management

Dell Technologies

I lead Customer Incident Management for Dell Technologies, a 7x24x365 global organization focused on customer satisfaction and sales enablement. Prior leadership roles for Americas Customer Service and Global Remote Technical Support, driving both P&L performance and exceptional customer experience. My earlier career at IBM included roles for Data Storage Product Management and leading the Western U.S. field services team, strengthening my foundation in enterprise IT services.

I hold a BSEE from Wentworth Institute of Technology and an MBA from Northeastern University. Additionally, an Executive Certificate in Strategy and Innovation from MIT and executive education at Harvard Business School, where I also served on an advisory board.

Certified as a Lean Six Sigma Green Belt, I’ve applied this methodology to enhance serviceability and customer availability. I currently serve on the board of TSANet, shaping industry standards for interoperability and collaboration, and I’m honored to be an advisory board member for the University of Oklahoma’s Customer Experience program.

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