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Luis Martinez
Luis Martinez
Customer Experience Practice Advisor
Luis Martinez has 23 years experience supporting large, strategic, multi-site enterprise telephony and contact center solutions across multiple verticals including Insurance, Financial Services, Retail, and Manufacturing. He has supported initiatives at Travelers Insurance, Fidelity Investments, CIGNA, Aetna, Lincoln Financial Group, Citigroup, AIG, JP Morgan Chase and GE.
In his current role, he supports a number of Fortune 500 companies endeavoring to design uncommon solutions to common problems within the enterprise through customer-centricity, experience design and organizational transformation.
Prior to joining Cisco, Luis spent 14+ years at Avaya / Lucent, most recently managing a team of solution consultants and architects within Avaya’s Business Communications Solutions Group. Prior to joining Lucent Technologies, Luis held the roles of call center strategist and voice network architect for such firms as Travelers Insurance, Fidelity Investments, CIGNA Insurance and Lincoln Financial Group.
Luis holds a Master of Science in Operations Research from Stanford University and a Bachelor of Science in Systems Engineering from the University of Pennsylvania. He is a Certified Customer Experience Professional and is currently finalizing his Lean Six Sigma Black Belt certification.
Articles
Authors: Luis Martinez and Jeff Tumpowsky Customers of insurance companies have been relying on the adage Uberrimae Fidei (Utmost good faith) since the first contract was written in 2100 B.C. within “The Code of Hammurabi” (ref.), meaning that when something goes wrong (accident, illness, death, etc.), the company they have been paying premiums to will […]
