Kevin
Quigley
Leaders inspire, Thinkers imagine, Engineers create.
Solutions are found when we inspire each other to imagine what we can create.
Get to know me by chatting with my AI assistant or reading below.
Highlights
Upbringing & Early Career
Growing up along the beautiful Jersey Shore, I attended the Marine Academy of Technology and Environmental Science (MATES), competed in robotics, and earned my Eagle Scout award. While at Stevens Institute of Technology, I led the Game Development Club, served on the student senate, and traveled to perform comedy. In my first few years with Wiley's CS Technology & Solutions team, we relaunched the Service Agent Console, integrated Cloud Telephony & Omni-Channel work management, and deployed several Help sites.
AI & Automation
As a member of Wiley's Customer Service Leadership Team, I seek to enable seamless customer experiences while optimizing efficiency. Since 2019, we have used Deterministic AI tools to streamline agent workflows and provide basic self-service capabilities via chatbot. Similarly, our Personalized Embedded Support solution uses data to proactively suggest answers to common questions based on the customer's current situation. We also leverage other technologies, such as Robotic Process Automation (RPA) and Optical Character Recognition (OCR), to reduce repetitive tasks and keep agents focused on helping customers. Recently, we have started to use Generative AI to create grounded, personalized interactions.
Public Speaking
In September 2022, I had the opportunity to share my AI experience and process at Salesforce's annual conference in San Francisco. Since, I have continued to present at events and look forward to future opportunities to engage with other leaders.
Dreamforce 2022 Session 1: Smarter, More Proactive Service with Service Cloud Einstein
Dreamforce 2022 Session 2: Unlocking the Power of Conversational AI and Automation
World Tour NYC (December 2022): Scale Service and Reduce Costs with Automation and AI
Salesforce Webinar (August 2023): The Next Frontier of Customer Service: Generative AI
Wiley Webinar Series (January & February 2024): Using AI to Improve the Customer Experience (Parts 1 & 2)
Experience
Senior Manager, CS Technology & Solutions
I am currently overseeing innovation strategy for Wiley's Global Customer Service organization (Customer Care, Technical Support, Sales Support). My distributed team owns product roadmaps and application support for CRM, Help, RPA, Survey, and QA technologies. In partnership with leaders across Research, Learning, and Operations, we design solutions to improve customer experiences and optimize process efficiency. Recent project highlights have included Generative AI Reply Suggestions, Case Summarization, and Language Translation.
CS Technology & Solutions Manager
As the Product Manager for CRM, Help, and Contact Channel technologies, I crafted our vision and roadmap as well as supported BAU operations. I focused on using AI, automation, embedded support, and connected data to optimize both the customer and agent experience. Key projects included Embedded & Personalized Self-Service, Deterministic AI Case Classification & Article Recommendations, Application Data Integration for Embedded Channel Contacts, Incident Management Integration, and Remote Support.
Customer Solutions Lead
As a Certified Scrum Product Owner for the CRM agile team, I collaborated with both business and technology stakeholders and was responsible for executing key initiatives from problem definition to continuous improvement. These initiatives included launching several self-service support communities, integrating AI chat tools, and implementing chatbot and embedded chat services.
CS Technology Analyst
As a part of my first corporate position, I enjoyed a variety of responsibilities including escalations handling, UAT design and execution, and business process improvement. In service of these responsibilities, I supported both internal and external platform launches as a super user and primary escalation point. Later in my tenure, I shifted towards project work and played a significant role in the delivery of our Omni-Channel chat and softphone implementations.
Founder
Everyone starts somewhere, and during my time at The Innovation University ® I became the Founder and CEO of a game development startup. Our three-person crew worked with various outside partners on several projects, but ultimately focused on one mobile application for Android which offered challenging puzzles for players to conquer. The puzzles in our games were not the only challenging part of managing a startup, and today we are able to appreciate the lessons learned as we bring our experience to new places.
Education
Stevens Institute of Technology
Marine Academy of Technology and Environmental Science
Achievements
- Gold Level STAR Award (x2), Wiley
- Certified Scrum Product Owner (CSPO), Scrum Alliance (Inactive)
- Certified Salesforce Administrator
- Certified Five9 Contact Center Administrator
- 9x Google Cloud Skills Boost Badges focused on Generative AI
- Six Sigma Green Belt, Villanova University
- Member of Khoda, the Senior Honor Society
- Eagle Scout, Boy Scouts of America
Projects
In contrast to my day-job, which focuses mostly on strategy and product vision, I spend evenings working on side projects where I get to be both designer and developer. As the former President of the Stevens Game Development Club, I initially groomed my passion for programming through the unique lens of game design and later switched my focus to web development.
Q AI Apps is an in-development set of tools built on OpenAI's GPT and image generation models. While Q Design and Q Product Owner are focused on productivity by making it easy for non-programmers to draft UI concepts and user stories, Q Murder Mystery, Q Chat Sim and Q Story Teller highlight more entertaining applications of GAI. You can chat with my AI assistant for a relatable example of how this technology can be used.
Tweetalyze was a set of data analysis and visualization tools developed using the Twitter API. Since Twitter (𝕏) has made substantial changes to their API offering, the Tweetalyze suite is essentially defunct.
Tweetle - The final addition to the Tweetalyze suite, Tweetle is a Wordle-inspired, Twitter-themed guess-the-number game.
Tweetalyze Dashboard - The third iteration of a long-term passion project, this tool allows users to query tweet data from Twitter to build and visualize their own pre-cleaned data sets.
Tweetalyze Chart Builder - In scenarios where the pre-fabricated charts on Dashboard are not appropriate, Chart Builder enables approachable, visual analysis of tweet samples. You can pivot on several parameters and add insights like bell curves and regressive trend lines.
Tweetalyze Quick Trend - In recognition that some users may not need Dashboard's full feature suite, this page is a faster way to visualize and drill-down on Like and Retweet stats. Following this same philosophy, I also created an simple page to analyze and trend tweet sentiment.
Tweetalyze Search - Unlike the numerically-focused tools in the Tweetalyze family, Search provides a simple interface for users to perform a fuzzy search on recent tweet text and displays results in order of relevance. Search was intended to be a more practical successor to Ask a User, a crude implementation of BERT NLP using Google's TensorFlow library. For users who are less familiar with Twitter, Newsboard provides a pre-curated sample of tweets and topics from major media outlets to search.
Tweetalyze Fake Tweet Generator - As a Computer Engineer, I never had the chance to learn about Markov chains like my Computer Science friends. To address this gap, I leveraged my existing Twitter API server and practiced implementing a probablistic Markov model. After some minor revisions, I created the Tweetalyze Bot: a comical demonstration of model training that allows users to add multiple learning sources.