Lisa P. Oswald is senior vice president and global head of customer service at Travelzoo, supporting its 30 million members and client network worldwide. Previously, she was vice president of operations and customer service for Priceline.com, where she lead sales and service for the dot com and its affiliate partner network, from start-up through a decade-plus of transformational change. Lisa is a chapter leader with SOCAP International, the customer care industry’s leading professional development association, and Advisory Board member with Execs In The Know, a global community of customer experience executives.