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Management
Kristal R. Ray

Kristal R. Ray

Assistant Professor
Department(s): Management
Location:  Ephraim Campus - HiTec 142
Office Phone:  435.283.7650
Fax:  435.797.1091

Education

MS, Information Technology, Carnegie Mellon University, (expected graduation 2014)
DCS, Colorado Technical University, 2008
MBA, Rollins College, 1999
BS, Business Administration, University of Wisconsin, 1990
AS, University of Wisconsin, 1985

Biography

Kristal R. Ray is an Assistant Professor of Management at the Jon M. Huntsman School of Business. She earned a B.S. (1990) from University of Wisconsin – Oshkosh and a M.B.A. (1999) from Rollins College, Crummer School of Business. She earned her Ph.D. in Computer Science from Colorado Technical University in 2008. She will receive a Master’s of Science in Information Technology from Carnegie Mellon University in 2014.

Her research focuses on the customer experience in technology mediated environments, the impact of the employee experience on the customer experience, and understanding how service employees influence customer satisfaction and future buying intentions. Current research projects address such topics as customer engagement in online communities, the impact of social communities on the need for service and customer loyalty, and the impact of innovation on both the employee and customer experience.

As Director of Customer Experience Programs for Oracle Corporation’s $17B Global Customer Support (GCS) division, Kristal leads Customer Experience / Voice of the Customer programs. She is responsible for research and insight studies to understand the customer experience. This insight is used to propose innovative solutions that solve current customer issues as well as provide new future opportunities focused on driving long-term loyalty. Kristal joined Oracle in March of 1995 managing Support for Oracle Manufacturing Applications. She has held a range of leadership positions at Oracle including management of strategy and business for Premium Support Services for Oracle Industry Applications, Director, Diagnosability, Integrated Product Development, Director, Oracle Diagnostics, Integrated Product Development, and Director, Premium Support. In addition to her career at Oracle, Kristal has also held the position of Adjunct Professor, Technologies Department at Brevard Community College and Adjunct Professor, Computer Science at Colorado Technical University, Colorado Springs, CO since 2007. In her free time, Kristal enjoys boating and traveling with her husband and family. She can be reached at kristal.ray@usu.edu.