Brian Clancy

Brian brings extensive experience in the nonprofit, arts and education sectors to his role leading Consumer Care Learning & Performance Improvement for AARP. As part of his practice, Brian utilizes design thinking and learning science to drive continuous learning and improvement initiatives. Performance innovations including the re-imagination of the learning program (Brandon Hall Excellence in Learning Award) and Quality Intelligence Program (Qi) have yielded significant gains in key KPI, member acquisition/retention rates while maintaining “best in class” CSI since 2014. Brian serves on as a CX Influencer within the organization. His efforts have significantly supported AARP's Malcolm Baldrige National Quality Award, American Business Award for Best Covid-19 Response (Non-Profit Category), and Business Intelligence Group Excellence in Customer Service Award- Transformation of the Year. Brian has thoroughly enjoyed his previous experiences presenting at the Servant Leadership Research Roundtable hosted by Regent University, ICMI Expo & Conference, Call Center Week- Public Sector, CCW Learn and serving on panels for Consero's Contact Center Forums and CLO Exchanges.