Expert Details

Expert in Experience Strategy and Design, Innovation and Channel Optimization

Expert ID: 726181 Georgia, USA

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Expert has consistently expanded his expertise in design and development of customer-facing strategies and operational change across multiple industries, most recently electric utilities. His work not only identifies changes needed that matter to customers but leads the development of a business case for change and an executable plan. This work spans how customers interact with a company to sign up for service, new programs or transact other business across telephony, the web, social media, text, mobile app and billing statement

Worked with a major Southern electric utility in the design of dramatically enhanced customer experiences, across all channels, including web, social media, text, mobile app, telephony and billing statement. Project began with capturing deep insight into what matters to residential and commercial customers. The initiative delivered changes to the messages, products, employee experiences, management practices and actual delivery of customer experiences. Led a multi-year effort with a Southeastern electric & gas utility in a re-design and consolidation of their call centers; including process design, organizational improvements and a refreshing of the major technology systems. This activity-based costing engagement for identified improvement and change opportunities that reduced operating expenses by 50%.Worked with a large, mall retailer in gaining an understanding of their customers’ experience from marketing through in-store purchases, including product usage and service. This effort helped the client gain insight into the customer’s view of their product and how it impacts their lives in order for the retailer to design an organization, processes and measurements that exceed customer’s expectations. Additionally, the efforts captured the employee experience throughout the same business operations to better understand what was being delivered.Worked with a major regional bank to assess and understand various customer segments buying and servicing requirements. Assisted in the deployment of various product changes, service strategies and infrastructure developments to achieve objectives. Led a multi-year effort to assist a major appliance manufacturer consolidate multiple operating call centers into a single center. Efforts included re-design of management operating systems, organizational and staffing models, process/call handling activities and a re-architecture and custom development of a new technology platform including desktop, IVR, CTI, database integration, and knowledge management. Project resulted in 50%+ productivity improvements.

Expert may consult nationally and internationally, and is also local to the following cities: Atlanta, Georgia - Columbus, Georgia - Athens, Georgia - Macon, Georgia - Roswell, Georgia - Marietta, Georgia - Chattanooga, Tennessee

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Year Degree Subject Institution
Year: 1981 Degree: BS Subject: Economics and Mathematics Institution: Vanderbilt University
Year: Degree: Masters of Business Subject: Finance Institution: Pace University

Work History

Years Employer Title Department Responsibilities
Years: 2003 to Present Employer: Undisclosed Title: Managing Partner Department: Responsibilities: The James Agency assists product and service companies grow and penetrate new markets or take new products to market. Client benefits are realized through active executive assignments or consultative implementation of change. Expert is the founder and managing partner for the firm and has responsibility for business development, client project leadership and specific consulting contributions.
Years: 2000 to 2002 Employer: Realeum Corporation Title: Chief Customer Officer Department: Responsibilities: Responsible for all customer facing organizations of this hosted software company delivering enterprise property management software to the real estate industry. Successfully built out the “go to market” operations from scratch, including sales, marketing, strategic partnerships, implementation services, training, customer care, product management and quality assurance.
Years: 1996 to 2000 Employer: eLoyalty Corporation Title: Senior Vice President Department: Responsibilities: Senior Executive with responsibilities for Eastern U.S. operations including field marketing and sales, business development, recruiting, HR management, project delivery, and full P&L responsibility. eLoyalty is a consulting and systems integration company focused exclusively on client customer facing organizations.
Years: 1981 to 1996 Employer: IBM Corporation-IBM Consulting Group Title: North American Practice Leader - Customer Care Department: Responsibilities: Founded this national practice and had overall marketplace strategy, business development, recruiting, project and financial management responsibilities across North America for customer service and call center consulting. Worked with senior executives in Fortune 500 companies to develop and deploy strategic customer service initiatives. Sample clients included Maytag, Bank of America and the American Cancer Society.

Additional Experience

Marketing Experience
Expert has experience in multiple industries, including financial services, retail, utilities, manufacturing and distribution, and technology. Expert is skilled in the design and improvement of cusotmer centric organizations, processes and technologies, including marketing, sales, call centers and field service.
Other Relevant Experience
Expert is skilled in assisting organzations with the design of customer facing operations that deliver a superior experience and/or optimize cost efficiency.

Fields of Expertise

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