Bio

My specialty is Customer Strategy and Transformation. This is about creating compelling customer strategies and experiences that drive profitable growth, operational efficiency and advocacy. Disciplines that I typically use with clients include customer experience strategy/design, digital customer interaction, applied analytics, contextual marketing/sales/service, and technology enablement. Over the years, I have directed numerous Customer Transformation efforts for global brands in B2B and B2C environments and have worked across several industries such as retail, utilities, software, telco/wireless, insurance and healthcare. Specific areas of expertise include: • Customer Strategy and Transformation • Descriptive and Predictive Analytics • Customer Service and Marketing Strategy • Digital, Mobility, and Contact Center • B2B, B2C Strategy • Customer Centric Operating Model and Capabilities • Technology and Solution Architecture