Jonathan Chalker has been involved with customer engagement and experience from various angles and industry segments for over 20 years. Through the earlier half of his career, he specialized in automating customer interactions and was a pioneer in application of speech recognition technology. Out of necessity, he taught himself how to program business applications and excelled in interface design. As e-commerce expanded, Jonathan turned to developing customer-facing web portals. The second half of his career led him to focus on the “human side” of the business, especially leading large teams, delivery of live interactions, and huge amounts of unstructured customer feedback. Transformed by the uniquely insightful and emotional nature of this feedback, Jonathan matured a holistic approach to interpreting and predicting customer behavior. He now operationalizes data-driven insights and improvements across the full scope of the customer experience.