Bob Wilkes, SVP of sales and service delivery for California State Automobile Association (which is comprised of AAA of Northern California, Nevada and Utah) enjoys building - which earned him Elite 8 recognition in 2004 as CSAA's business transformation officer. "It's all about understanding what's possible and setting a course to do it," he says.
This year, Wilkes' course includes managing district offices, call centers and Internet services in 100 sales locations across three states. "My main job is to develop a seamless experience for insurers," he says. To do that, Wilkes is reconstructing CSAA's channel technology. "We're behind the times in call center and Internet technology," he concedes. "By refurbishing the call center and the Internet, we are enhancing the marketing territory."
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