The Heart of the Customer Team
Kathleen’s career has been driven by a passion to help companies create value by being customer experience-focused. She has built and led insights teams, and has worked as an internal customer/user experience consultant and leader for Hewlett Packard and Best Buy. Her accomplishments include envisioning and conducting pioneering multi-channel customer experience journey studies.
As a social/cultural anthropologist, Kathleen is passionate about helping our clients develop a holistic view of their customers’ experiences. Our clients appreciate her not only for her research expertise but also for being a collaborative partner and engaging presenter who brings their customers to life while delivering actionable insights.
Jean has focused her entire career on deeply understanding customers and their experiences. She has led customer value teams at telecommunications, manufacturing and client services companies. Her past & recent customer experience consulting clients include: Best Buy, Sears, Gerber, General Mills and Select Comfort. She is an industry expert in qualitative and quantitative market research. She is a skilled group facilitator and in-depth interviewer and uses her acute active listening skills to create and maintain an atmosphere of trust and respect.
Jean gives back to her professional community often and is a Past President as well as a Current Program Chair and Board Member of the Insights Association, Upper Midwest Chapter. Jean holds Bachelor of Arts degrees in Sociology and Business Administration from Hamline University, a Masters of Business Administration and Marketing Management from St Thomas University and an Executive Degree in Advance Program Management from University of Denver - Daniels College of Business.
Erica’s passion for delighting customers and continuous improvement has led her to her dream career working in Customer Experience! With a background in healthcare and managing large scale projects, Erica helps align big picture strategy with executing results. Erica holds a Bachelors degree from the University of Wisconsin - Eau Claire and a MBA from Bethel University.
For over 20 years, Kristen has helped mission-driven companies and nonprofit organizations define and build their brands, create awareness, and improve the customer experience. Beginning with a thorough understanding of strategic groundwork, Kristen crafts graphic identities, customer journey maps and info graphics, digital and traditional communications, and initiative brands. Often working with cross-functional teams, Kristen applies her passion for design excellence and technical know-how to create ideas that will grow with her clients as they expand and prosper.
Ben is obsessed with helping companies view their business from the customer perspective. He established an enterprise-wide customer experience practice from the ground up at MoneyGram Intl. and has developed and matured best-practice customer experience disciplines in other industries including manufacturing and banking, in B2B, B2C, and B2B2C organizations. He is experienced at enabling global-scale cultural transformations that grow from the ground up and are led from the top down.
He focuses on turning employee and customer intelligence into strategies and actions that create measurable value for the organization and customers, and knows that creating sustainable change involves embedding customer thinking and capabilities into all parts of an organization.
His successes are in part derived from prior roles that provided vastly different perspectives on how be customer-oriented from any corner of an organization, including through work in the areas of corporate strategy, IT strategy, organizational readiness, user testing, operations, project management, sales, finance, hospitality, retail, market research, and customer experience. He is also certified in customer journey mapping.