Blog >
Customer Experience

Customer Experience

Chris Tsakalakis shares a summary of a presentation he gave at The Marketplace Conference on how to increase customer satisfaction and lower costs. This is a summary of a presentation I gave at The Marketplace Conference in May of 2020.  The presentation was entitled How to Increase Customer Satisfaction and Lower Costs and I gave […]

Camille Estimé shares a post on how to improve the customer journey map. 🚨 Customer Journey Maps are tricky… 1️⃣ Producing a customer journey map requires hands-on, cross-functional collaboration to distill an enormous amount of information into a single doc. 2️⃣ Customer journey maps’ high information-density can be overwhelming, and folks who weren’t involved in […]

In this article, Danielle Anderson explains why C-Suite executives and CX leadership should look to behavioral science to improve the customer experience.  In a world where we as consumers are spoiled for choice, brands are continuously searching for ways to differentiate themselves from competition, gain our attention and ultimately win our loyalty. To successfully compete […]

Umbrex is pleased to welcome Tanuj Suri with Profect Consulting.  Tanuj helps companies enhance customer engagement profitably. He draws on his expertise in Loyalty Programs, Credit Cards, Partnerships, and Customer Experience to enable clients to create, deliver, and capture value. With a background in consulting at BCG, and operational leadership roles at American Express, Marriott, […]

Umbrex is pleased to welcome Ben Tingle.  Ben worked as a consultant at McKinsey & Co. and has been serving as an independent consultant since 2020. He is passionate about organizations experiencing transformations and is experienced in strategy development and operating model design, tech optimization, org design, change management, customer experience, and human capital. Major […]

Umbrex is pleased to welcome Danielle Anderson with Perspective Consulting.  Danielle is a Customer Experience, Digital Strategy and Innovation Specialist with 19+ years of experience in consumer-focused industries including Retail, Luxury Goods and Hospitality. She has a successful track record of advising Boards and partnering with CEOs to drive high-value initiatives, build unique brand experiences […]

Umbrex is pleased to welcome Kenny Cao. Kenny most recently led GTM strategy and operations at Brex, a Fintech startup valued at $12B. Before joining Brex, Kenny is part of the founding team for the Customer Experience (CX) function for LinkedIn and established the CX function for LinkedIn’s SaaS lines of business. Prior to LinkedIn, […]

Umbrex is pleased to welcome Erik Long with Long Growth Strategies. Erik is a data and analytics-driven strategy expert, with 20+ years of marketing consulting and operating leadership experience deploying customer-driven growth strategies and optimizing business operations. Erik currently leads Long Growth Strategies, where he advises organizations on how to drive profitable growth through data and […]

Umbrex is pleased to welcome Arda Gurtuna. Arda graduated from the University of Birmingham, UK. He enjoys 12 years of professional experience, where he had been part of McKinsey & Company and IBM as a management consultant which are followed by leading strategy in e-commerce unicorn and B2B conglomerate. Followed by these experiences and prior […]

David Edelman shares an article that explains why sometimes waiting for perfect marketing data can stop progress in creating a better customer experience. As I work with more CMO’s who are wading into broader responsibilities for driving company-wide customer experience programs, I am finding that many are slowing down because they feel they lack good […]