Institute for Business Value, Global CRM Leader at IBM Global Business Services
May 2008 - May 2010
Lead Research into emerging market, consumer, business and technology trends and perspectives that allow companies to differentiate themselves and derive value
My thought leadership (Whitepapers):
May 2010: (Business to Business on the Path Forward - awaiting IBM publish date)
March 2010: Strategic Service Delivery on the Path Forward (Part of Path Forward Suite)
November 2009: Going Digital: The Connected Collaborative Path Forward (Part of Path Forward Suite)
October 2009: The New Voice of the CIO: Implications for the C-Suite (CRM specific-perspective)
October 2009: The 2009 IBM Institute for Business Value CRM Leadership Study, The Path Forward: New Models for Customer Focused Leadership (Launch of the Path Forward Suite)
September 2009: Don't Yield on Customer Trust: Navigating the Customer Experience Journey
October 2007: The Agile Enterprise Marketer
Recent Thought Leadership Presentations
National Australia Bank, Commonwealth Bank of Australia, Finnair, Singapore Airlines, AMP (Australian Wealth Management) AIA (formerly AIG), Fazer (Finnish Confectioner and Baked Goods), Hertz, Nokia, Astra Zenica, Rautakirja (Finnish Media Conglomerate), World's largest retailer, Samsung, Commonwealth Bank of Australia, Norwich Union Insurance, Novartis, CIGNA, Avon, JC Penney,
Global Television and Online Retailer - Full Lifecycle Content, Marketing, Merchandising and Customer Service Process Development, West Chester, PA
Retail Store of the Future for Telecommunications, Overland Park, KS - Design and Deliver Customer Experience across 5 core workstreams. Project awarded 98 out 100 points in Customer Satisfaction (see Linked In reference)
Marketing Strategy, Process and Tools Maven at IBM
November 2005 - May 2008
Deliver strategic marketing and customer experience projects in creative and more effective approaches (building an intranet recommendation as an intranet).
Developing Marketing perspectives and thought leadership before it was cool to do so (The Agile Enterprise Marketer)
Create engagement. (Deliver new concept stores; educate retail executives on new media, tech, intersection)
Develop better methods to deliver better work for clients (such as integrated customer and technology specs for customer experience)
Director, Business Transformation at Fair Isaac
September 2000 - November 2005
Delivered marketing strategy, process, technology and organizational design solutions focused on increased effectiveness and efficiency for clients while dramatically improving customer experience.
- Restructured the marketing and strategy delivery teams of a major publisher, while helping to transition to a more digitally oriented future
- Created a unified marketing and analytics single customer view, including customer analytics, metrics recommendations and program development for the first efforts (see recommendations)
- Delivered 5 consecutive projects focused on improving marketing, retention and customer analytics capability at a major auto OEM owned by GM
Chief Strategy Officer at Covalent Marketing
Reposition company from a pure-play technology delivery organization to delivery of customer intelligent solutions. Develop customer experience offering CXM2020. Enhance organizational knowledge and customer insight support by developing partnership with leading social business insight tool. Redesign website, tools and brand presence.
Support Fortune 100 insurer through marketing operations process redesign and improved customer experience delivery. Multiple phases include cross line-of-business and technology fit, specification/redesign of marketing and measurement processes, pilots, develop and organizational adoption. Introduce mathematical optimization approaches and analytics tools to enhance customer experience and contact strategy. Support approaches that drive evidence-based decision-making, including better visualization tools, dashboards and analytical insight.