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Kyocera is Redefining Industry Expectations for Customer Service

CEO Sánchez recruits Verizon executive, Zupa, to lead transformation toward “superior customer experience.”

Fairfield, NJ – Frank Zupa has always aimed high. The award-winning strategist, digital innovator, and business transformation specialist understands what it takes to enable long-term sustainable growth.

“Strong customer satisfaction requires so much more today,” explains the former Verizon executive. “The goal needs to be a superior customer experience, that is fuelled by rich data, powerful business analytics and the constant asking of the question, if I were my customer, what would I want and need at every touch point. This type of transformation is occurring across every industry – and the document imaging solution industry is no exception.”

Zupa is joining Kyocera Document Solutions America as the Vice President of Customer Operations, the latest high-profile hire by CEO Óscar Sánchez, who continues to re-shape one of the world’s leading document imaging companies into a solutions-focused, data-driven organization.“

The customer experience we provide is every bit as important as the products we develop,” says Sánchez. “Frank is exactly who we want leading our effort.”

Zupa’s background is unique, a customer-oriented professional with a long history of technological innovation. For Kyocera, that means the entire customer experience is about to undergo a digital transformation. “Technology exists to help people, and to enable new advancements,” said Zupa. “In the case of customer service, technology helps people help people. That’s a big part of transforming the customer experience.”

Zupa brings a vision to dramatically expand Kyocera’s customer service capabilities, beyond expediting day-to-day issue-resolution. Some major goals include helping customers take advantage of advanced document imaging technologies and making it easier for customers to implement advanced solutions that manage workflow more efficiently. “I am so excited to join an organization that is truly committed to both industry leading solutions and a superior customer experience that enables its customers to transform their resident information into knowledge that will grow their businesses and better serve their customers.”

“Frank brings a different kind of expertise and a different kind of perspective,” says HR Vice President Natalie Cumberbatch, herself a Sánchez recruit from outside the industry. “A lot of times, that’s what’s needed to raise the bar.”

About Kyocera Document Solutions America, Inc.

Kyocera Document Solutions America, Inc. is a core company of Kyocera Corporation, a leading supplier of semiconductor packages, industrial and automotive components, electronic devices, solar power generating systems and mobile phones. During the year ended March 31, 2019, Kyocera Corporation’s consolidated sales revenue totaled $14.6 billion. Kyocera appears on the “Derwent Top 100 Global Innovators 2018-19” list by Clarivate Analytics and is ranked #655 on Forbes magazine’s 2019 “Global 2000” list of the world’s largest publicly traded companies. 

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