(Clarivate acquired CustomersFirst Now / CFN) Clarivate is a global leader in providing trusted insights and analytics. Prior to being acquired, Clarivate was a client of CFN. We joined Clarivate to provide CX consulting services to Clarivate, as well as Clarivate clients.
•Responsible for leading the Clarivate CX practice to provide customer and employee experience consulting, customer analytics and journey mapping software.

A customer analytics and customer experience consulting firm, headquartered in Englewood, CO, that links customer delight to financial performance.
•Responsible for leading client teams and engagements in B2B and B2C to include developing customer experience strategy and execution plans, conducting qualitative and quantitative customer research, conducting employee focus groups, VOC analysis and action planning, facilitating workshops and cross-functional teams (design/innovation, customer and employee journey map development, implementation planning, metric alignment, training development).
•Client Results (example of results from consulting activities)
● Manufacturing organization created metric-driven action plans to improve customer pain points
● Product organization leveraged customer research insights to improve market strategy
● Transportation organization created a customer measurement program to align to customer journey maps
● Insurance company increased client retentio

A Minneapolis-based experience management consulting firm focused on the design and implementation of experience management programs to align the brand and experience to build customer and employee engagement and loyalty.
•Developed strategic alliance relationships in the areas of research, VOC, creative, instructional design and consulting to broaden service offering.

An experience management consulting firm focused on the design and implementation of customer experience management programs.
•Developed and executed strategy for broadening revenue model from solely project-based to retainer agreements
•Developed and leveraged key alliance partner relationships to support business strategy
•Led large client engagements, developed strategy and executions plans, including conducted customer research, facilitated client and creative teams, defined product and service offerings, facilitated workshops (design/innovation and customer journey mapping), designed and delivered training and designed implementation programs

A consulting services firm that assisted organizations in aligning technology resources and processes with human resources and workplace facilities in order achieve their business objectives.
•Joined the new business venture as director of client services
•Developed and leveraged key alliance partner relationships to support the business strategy; partnered with Experience Engineering on consulting engagements.

A $15 million wholly owned subsidiary of Marquette Financial Companies with 180 employees. President and CEO - DCA (1998-2000)
•Developed strategic plan to address issues of growth, profitability and technology in the highly competitive benefit administration and consulting business
•Managed divestiture of unprofitable business lines to reposition company for growth, improving profit margins and growing revenues
•Developed business and marketing plan for repositioned company, with re-priced product offerings
•Developed strategic alliance relationships to increase distribution network
•Implemented Client Relationship Management strategy to support client satisfaction initiatives
•Realigned operations and technology to improve operating efficiency and client satisfaction
•Managed building site selection, design and facility preparation to include upgraded technology
•Led all areas of the company to stability and growth through a period of major uncertainty; influenced major owner

Manager, Stanton Consulting Services Group
•Joined DCA and its compensation and benefits consulting group (Stanton), charged with building a professional services function by expanding the survey and consulting practice
•Developed and implemented a culture-change plan to shift focus from production and administration to professional outsourcing services
•Managed the HR component in the divestiture of the dental/medical claim administration business