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Clarity

Daniel De Lone

Milwaukee WI

Professional Experience:
Owned the Customer Experience program for multi billion dollar global company. Created strategic model for generating Customer Loyalty through connecting Employee Experience (EX), Customer Experience (CX) and Continuous Improvement using technology and analytics, developing strategies to improve metrics such as NPS, NPS, CSAT, CES and Loyalty Index. Specialty is developing and continually evolving a best-in-class Experience Management program in the B2B/B2C/B2B2C arena.
• Direct responsibility for CX strategy, roadmap, governance, standards, policies and processes for highly matrixed, global company
• Led market research, RFP, and deployment of CX VOC platform and data ecosystem to scale customer feedback management
• Developed and operationalized the framework for strategic CX VOC program initiation, resourcing, execution and adoption
• Developed relationship and transactional voice of customer surveys, providing insights to meet goals, standards, and opportunities
• Combined VOC and Operational Performance data to identify strategic opportunities for business via dashboards and visualization tools. Leveraged strategic insights to frame rationale for business opportunities to improve services and products
• Established strategy to reduce percent of detractors through acting upon top themes as derived from a complaint forecasting model
• Delivered quarterly presentations to leadership with targeted communications, identifying areas to drive new strategies
• Collaborated with Customer Service, Marketing, Sales, Legal, IT, and Product Development to drive customer and business success
• Expert in mapping holistic customer journey, using moments of truth for customer concerns and conceptualize new solutions

My CX experience was built upon the foundation of continuous improvement disciplines.

Track record for driving Continuous Improvement (CI) projects as a corporate level resource, driving improvements to people, process and technology. Implement best-in-class solutions. Partner with Business to design, develop and implement CI change activities. Managed strategy deployment process, updates, action plans, and synthesize disparate information effectively. Align Sponsors for project success.
• Built a mature project funnel, pipeline and portfolio, yielding annual project related savings between $3 - $7MM
• Lead large scale cross-functional projects leveraging data to detect, solution, and resolve customer-impacting issues upstream; identify opportunities for self-service solutions, and provide tools and resources for frontline to exceed customer expectations
• Facilitated workshops, kaizens, Value Stream Mapping, drive and track actions, and communicate complex findings via compelling storytelling for buy-in and followership. Translate VOC / customer insights into business opportunities.
• Partnered with strategic customers to identify and execute on high profile projects, creating mutual business value

$4.17/min

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Metrics Customer Experience Customer Loyalty Relationship Marketing Customer Satisfaction Predictive Analytics Trusted Advisor Survey Design KPI Dashboards Voice of the Customer

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Translating Customer Experience Into Continuous Improvement

DEMONSTRATED EXPERIENCE:

- Highly capable to learn any business; rapidly getting to conversational fluency around an industry, market, or process
- Leverage CX / VOC program insights to be proactive in preventing root causes of complaints and customer dissatisfaction
- Successfully implemented large scale project to prevent complaint escalations and reduce overall inbound call volume
- Applied CX / VOC with Lean Six Sigma to target customer retention (LTV), wallet expansion and overall satisfaction
- Identified key opportunities for mitigation of reasons for inbound calls; reduced volume by 45% through focused initiatives
- Utilized Business Intelligence tools to combine Operational data, CX / VOC data, and CRM to drive insights and deliver results
- Continually monitor customer experience trends through leveraging large data sets and collaboration with business analysts

Leveraging Customer Experience to Drive Customer Loyalty

APPLICABLE CAPABILITIES
- Navigation in corporate culture; assessing how to influence when and where change may need to occur
- CX Journey Mapping and ensuring action is taken upon Moments of Truths, identifying opportunities for meaningful change
- Experience in customer empathy, including service design thinking and customer journey/persona development
- Executive presentation skills, converting complex ideas into clear simple stories, to gain buy-in for data driven actions
- From strategy formulation to delivery of results, achieved through business relationships and influence without authority
- Statistical modeling using VOC feedback leading to insights on predictive churn and targeted mitigation strategies
- Thought leadership through active participation in various professional consortiums and advisory committees
- Thrive in change, and have a passion for a fast-paced environment to create transformational customer and business value

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Member since May 2021