Basking Ridge, New Jersey, United States
I help organizations turn every customer interaction into measurable business value — before, during, and after the sale. I'm the creator of the CxC Matrix (Customer by Contact Matrix) — a 90-cell framework that maps every customer touchpoint across 15 lifecycle stages and 6 contact channels, enabling companies to visualize, analyze, monetize, and optimize every interaction. My work has been: • Downloaded 500,000+ times worldwide • Peer-reviewed by the Journal of Marketing • Personally distributed to 17,000+ business professionals • Adopted by executives across retail, finance, technology & healthcare THE CUSTOMER WORTHY SERIES — now available on Amazon: 📗 Customer Worthy 2nd Edition Why and how everyone in your organization must Think Like a Customer. amazon.com/dp/B0GTFD5V47 📘 Total Customer Engineering Design, Measure, and Optimize Every Customer Interaction with the 90-Cell CxC Matrix and AI. amazon.com/dp/B0GT1737LS 📙 Before They Ask The Playbook for the Customer Sensor Economy. amazon.com/dp/B0GTHHMXC6 📦 Full series: amazon.com/dp/B0GTVR1CXP I consult with executive teams on revenue architecture, customer lifecycle strategy, and AI-enabled CX systems. If you're building a customer-centric organization, let's connect. customerworthy.com | [email protected]
• Serve as a Customer AI Digital Transformation Advisor, coaching businesses on AI-enabled strategies. • Motivate teams to embrace a customer-centric culture, creating urgency for transformation. • Deliver keynote speeches and workshops that inspire innovation and exceptional performance. • Offer quarterly executive office/Boear Advisory and strategy reviews per subscription to enhance valuation, directional strategy, innovation, M&A, strategic insights and accountability.
Customer Strategy and AI, Digital Transformation Services - AI Business and technology strategy - Design, buy-build-innovate rationalization - Emerging Tech innovation business design and investment, business case - AI governance, ethics, adoption frameworks - Enterprise and Ecosystem Advisory, Strategy, Monetization, Technology, Sales and Design Services Expertise: customer-centric strategy, metrics, culture AI technology: analytics, AI (Ph.D. analytics team), marketing technologies, omni-channel solutions, self optimizing/continuous improvement solutions Sample Outcomes: - AI, martech, CRM yielded 300% revenue growth to $1.2B - Multichannel digital design 400% revenue growth and 30% expense reduction - Customer Experience Advisory 70% over 24 months, reduced expense 15% Federal and State Government Advisory: Digital Transformation; emerging technology; AI frameworks, adoption; DOGE - Main-stage speaker at multiple industry and trade show conferences - Thought leader, influencer AI emerging technology, culture and ethics futurist
• Led the strategy, marketing, business development, and sales for a newly acquired customer analytics and marketing technology company. • Developed customer and marketing data science AI capabilities by integrating embedded analytics and CRM solutions. • Achieved a remarkable 2,400% growth in the qualified sales pipeline within 5 months, resulting in a 420% increase in sales. • Established strategic partnerships with major technology providers, enhancing service offerings for clients like IBM and eBay.
• Launched an analytics as a service business, leading a team of PhD data scientists and analysts. • Built the eCRM and Marketing Services division for a global BPO, enhancing client engagement. • Achieved a strategic sales contribution of $110M annually, with direct analytics revenue of $17M. • Maintained an 80% win rate on major account sales, serving clients like Microsoft and Fidelity.
Innovation, Marketing, Sales, Digital, Customer Experience - Established innovation practice reducing development cost 78% with 10x revenue growth - FinTech customer evangelist and architect launched 70 services generating over $16B client revenue - Client and partner business development for digital innovation yielding $700M new revenue - CX DX leader creates new revenue opportunities via emerging technologies, AI, RFID, cloud, expert systems, industry consortia and new buying models - Transforms and educates enterprise for culture change to digital modernization empowering executives and relationship managers disruptive digital tools Innovation architect: digital transformation advisory as a service generated $450M -US Housing DLT blockchain; artificial intelligence, embedded analytics; recommendation engines; IoT pairing physical and digital assets for enhanced reality physical asset tracking; US agency platform digitization; - Numerous awards. WSJ, CNBC, C-Span mentions across innovation, futurist, cyber security, marketing, aspirational design thinking, customer experience, future tech