Quintana, JC

Shortly after leaving the Air Force to support the Department of Defence's transition into the new age of technology, I realized managing expectations in adopting products and services meant everything. By the time I became the global head of customer insights and innovation at HP BPS, I was frustrated by the number of amazing projects that failed because sales, business, tech, and client stakeholders did not have a consistent and practical framework for expectations dialogue.

I wrote three books used by technology implementors, vendors, and alliance partners to discover, manage, and negotiate the expectations that matter most. Over 21 US universities also use my books' concepts in their customer and employee experience (CX and EX) and human-centered design certificate programs.

Here is what I have learned from over 25 years of leading sales and professional services efforts at ADP, DHL, HP, DXC, Sage, and my own companies and hosting hundreds of workshops:

You cannot meet or exceed expectation for your clients or your team until you have intentional conversations about those expectations.