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Zapfel brings to Xerox extensive experience in global services with an emphasis on transforming complex operations to customer focused, profitable and sustaining businesses. His deep industry knowledge will help drive and implement the Services' Five-Plank Strategy –focused on increasing customer value, improving our competitiveness and simplifying how we work.
Prior to this appointment, Zapfel spent 35 years with IBM where he helped guide the transformation of their Services business to a profitable model with a sharp focus on delivering excellence to clients. He left IBM in 2013. Over the span of two decades, Zapfel held a host of senior leadership positions in Services, including head of IBM's Global Technology Services business for the Americas, head of its 90,000 person strong Global Delivery organization, and head of Strategy. He also ran the Travel and Transportation and Financial Services verticals, as well as the services operations in Latin America. In addition, Zapfel ran IBM's global financing unit.
Zapfel holds a Bachelor of Arts degree from Northwestern University and a Master of Management degree from the university's Graduate School of Management. He received a Juris Doctor from the Chicago-Kent College of Law.