Meet Andy Haas
Director, Deloitte Consulting LLP
Andy Haas is a director with Deloitte Consulting LLP with 17 years of consulting experience and is the Customer Operations service offering leader within the Business Model Transformation practice of Strategy & Operations.
Andy focuses on improving customer experience and reducing costs by helping clients transform their contact center and customer interaction capabilities within customer service and sales functions. Andy has specific depth in helping clients facilitate customer interaction strategies, improve the customer experience, transform business processes, execute operational improvements, define cost reduction opportunities, develop sourcing strategies, and deploy enabling technology within the contact center and customer service functions.
Andy has deep experience in the Health Care industry across Health Plans, Providers, CROs and Pharmaceuticals. However, Andy also has cross-industry experience with industries including Consumer Products, Financial Services, Government, Media, Retail, Technology, and Telecommunications. This mix of depth and breadth of industry and contact center experience enables Andy to provide clients with leading insights and executable strategies to help transform their customer and contact center capabilities.
Additionally, Andy leads Deloitte Consulting’s efforts around contact center innovation, eminence, thoughtware, and market offering development. Andy also serves as the Co-Chair for both the International Association of Outsourcing Professionals Global Contact Center Chapter and the Outsourcing Institute Contact Center Chapter where he provides practical insights, trends, and leading practices within the contact center industry.
Andy holds a BA in Management from Ball State University and a MS in Communication and Information Sciences from Ball State University.
Organizations and affiliations
- Co-Chair, Contact Center Chapter, International Association of Outsourcing Professionals
- Co-Chair, Contact Center Chapter, Outsourcing Institute
- Banking & Securities
- Consumer Products
- Federal Government
- Health Plans
- Health Care Providers
- Life Sciences
- Retail and Distribution
- Contact Center Strategy and Processes
- Customer Transformation
- HR Transformation
- Mergers & Acquisitions
- Outsourcing Advisory Services
- Service Delivery Transformation
- Shared Services
2013 global contact center survey
This year’s survey drew insights from over 560 contact centers to identify key insights on contact center hot topics.
Contact center of 2015
Andy discusses the forward looking consideration around contact center strategy, operations, and enabling technology.
Contact center assessment and maturity
Framework Andy discusses an approach for assessing contact centers against Deloitte’s maturity framework for purposes of improving capabilities.