Veronica Moturi

Veronica Moturi is Chief Customer Officer at Brinks Home. Having worked through escalations, retention, and contact-center leadership, she has developed a straightforward test for service: does the customer actually get their problem solved?

That perspective puts her at odds with some familiar customer experience instincts. Average handle time, for example, isn’t one of her frontline KPIs. Moturi would rather give an agent the time and authority to resolve an issue than reward them for ending the call quickly. First-call resolution matters more because it reflects the experience from the customer’s side, and shows they received an answer instead of another handoff.

She extends the same reasoning to the employee experience. Moturi has pushed to give agents broader capabilities, clearer career paths, and fewer systems to navigate, based on the idea that complicated service environments eventually become complicated customer experiences.

Moturi is also interested in technology that helps people understand why customers are calling, surfaces the right knowledge faster, and gives leaders a fuller picture of what is happening across conversations. 

Through its work with Cresta, Brinks Home has used conversation intelligence and agent assistance to understand call drivers, improve knowledge access, and make service more consistent. The company reported a 30-point NPS increase, 73% fewer transfers, and 50% lower quality-management costs, while automated QA expanded reviews from a small sample to every interaction.

Moturi has said she wants Brinks Home to compete on service with brands such as Apple and Tesla. She means to achieve that with fewer handoffs, broader frontline capability, better visibility into customer conversations, and AI applied where it can improve resolution and accelerate the interaction.