Bill Donlan is a seasoned digital technology leader who has spent the last 24 years providing CRM and customer engagement transformation services. He is currently the North American Salesforce Service Line Supervisor at Capgemini, where he oversees a team of 400 consultants supported by 1,000 professionals offshore. Capgemini is a Salesforce Global Strategic Partner and one of the leaders in Salesforce implementation/integration/transformation projects. Bill's industry experience spans across Aerospace and Defense, Manufacturing, Life Sciences, Energy, Telecommunications, Insurance, Consumer Products, and Hospitality. Bill earned a Master's degree in Systems Accounting and Bachelor's degree in Accounting from the University of Florida. He has published numerous articles on the topics such as CRM, Servitization, Field Service Transformation, and customer engagement in the new normal. Bill's prior experience includes serving as the Vice President, Advisory at KPMG, Vice President at Kanbay, Vice President/Officer at Adjoined Consulting, and Vice President, among other roles.