BUFFALO, N.Y. (June 12, 2015) – Delaware North, a global leader in hospitality and food service, today announced that Bradly Sax has been elected to the board of directors of the International Customer Service Association (ICSA).
Sax serves as director of GuestPath® — Delaware North’s proprietary continuous-improvement platform that is focused on enhancing the customer experience and operational process.
Sax took over leadership of GuestPath for Delaware North in 2011. During that span, he has advanced service delivery training to an online environment and introduced in-depth data analysis from customer feedback and quality assurance – resulting in a 3 percent growth in compliance and a 24.6 percent increase of the company’s Net Promoter Score.
“We are thrilled to welcome Bradly Sax to the board of directors of the ICSA and to work with us as we continue to build the value of membership for customer service professionals,” said ICSA President Bill Gessert. “We are excited about the expertise Bradly brings to the organization, particularly in regard to face-to-face service interactions. We know his contributions will be substantial and will help guide the direction of this terrific professional association.”
GuestPath initiatives drive loyalty for Delaware North’s clients, associates and more than 500 million guests each year at operations spanning national parks, sporting venues, lodging facilities, and gaming and entertainment destinations.
ICSA is the only non-profit professional organization committed to improving the customer experience through its members and the businesses and organizations it represents.
About Delaware North
Delaware North is one of the largest privately-held hospitality and food service companies in the world. Founded in 1915 and owned by the Jacobs family for 100 years, Delaware North has global operations at high-profile places such as sports and entertainment venues, national and state parks, destination resorts and restaurants, airports, and regional casinos. Our 60,000 employee associates are dedicated to creating special experiences one guest at a time in serving more than a half-billion guests annually. Delaware North has annual revenue of $3 billion in the sports, travel hospitality, restaurants and catering, parks, resorts, gaming, and specialty retail industries. “Delaware North” is a reference to Delaware North Companies Inc. and its affiliates and subsidiaries, including location-specific operating entities. Learn more about Delaware North, a global leader in hospitality and food service, at www.delawarenorth.com.
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