Shawn Phillips knows how to help companies make their customers happy…and keep them that way. As a certified change management expert, he specializes in working with organizations to boost customer loyalty and profits by addressing friction and inefficiencies through technology, improved processes, and implementation of enterprise-level software. He’s skilled at pushing meaningful conversations that get to the heart of a business problem and uncover data-supported solutions that achieve the client’s goals.
Converting insights into strategy
Shawn has honed his abilities over more than two decades as a senior business consultant, project manager, and IT director. He improved customer and employee journeys while implementing strategic software solutions at companies such as American Eagle, BlueCross/BlueShield, and Roots Canada. His experience in internal leadership roles on teams at iconic Minnesota companies like Best Buy and Leeann Chin fueled his keen understanding of how to prioritize resources and strategy to deliver projects on time and within budget.
Using technology to orchestrate and optimize journeys
The customer’s journey is constantly evolving, and so must the tools employed to take a proactive approach to designing effective initiatives. Leading Heart of the Customer’s cutting-edge Journey Experience (JX) practice allows Shawn to work with companies to deliver on the vision of ever-improving customer journeys. As the face of implementation, he liaises with C-suites and leads steering committee meetings with key stakeholders, guiding projects to successful completion.