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Ben Brennan is the author of Badass IT Support, Founder and CEO of QSTAC, and inventor of the QSTAC® metric for IT Customer Experience. Ben doesn't just throw around the term "World Class Support", he invented a tool to define, measure and deliver it at some of the country's leading tech firms, including Twitter, Yahoo, Box, Jawbone, and most recently as Senior IT Director for Verizon Media. Ben has earned a reputation for bringing a "mind-blowing" customer centricity to the heart of the IT culture at companies worldwide. Brennan has been named by HDI as a Top 25 Thought Leader and Featured Contributor for 2020.