Tom Rocca
Chief Experience Officer & Chief Operating Officer
Tom Rocca is Chief Experience Officer (CXO) and Chief Operating Officer (COO) of Summa Franchise Consulting and the Founder and President of KPI Group. He has over 35 years of experience in consumer and business marketing and customer experience across a variety of business sectors, including some of the largest franchise companies in the industry.
With a continual emphasis on enhanced brand management, the customer life cycle, and omnichannel marketing strategies designed to build and grow a loyal, evangelizing customer base, Tom has been a successful entrepreneur and the president of multiple contact center BPOs. He leverages his strong depth in the customer experience (CX), employee experience (EX), and user experience (UX) space to enhance the transformation within the customer journey and specializes in employee motivation, rewards, and experience.
Mr. Rocca’s strategic expertise includes developing a forward-looking plan that supports the organization’s commercial and brand objectives. Tactically, Tom develops acquisition programs, optimizes key customer segments, and drives profitable growth at an executive level. He is a court-appointed Chief Restructuring Officer (CRO) both to companies in formal and informal reorganization.
Tom’s passion is discovering new ways to execute innovative marketing campaigns and social media programs for businesses and consumers. He is a sought-after trainer and speaker who inspires and excites.