Yvonne has worked in the service arena for more than 30 years as a line manager in the service-intensive businesses of hotels/hospitality, consulting, financial services, and high tech. She has led marketing and new products at Johnson & Johnson, Holiday Inn, and high-tech startups, and she managed service operations at Goldman Sachs and Westin. Her customer service experience also includes five years in the hospitality industry, where she was trained in all facets of hotel operations, opened new hotels, conducted consumer research, planned guest services, and streamlined service operations.
As a principal with CSC Index, Yvonne reduced overhead by $35 million, managing a 70% corporate staff reduction and retraining existing staff for a shared services model. In her work with federal government agencies, she was involved in the formulation of a division-wide customer satisfaction strategy at the IRS. She later led client teams to successfully reduce cycle time, create more persuasive and succinct communications for customers, and improve the ease of transactions. At McNeil Consumer Products (Johnson & Johnson), she championed acquisition of LACTAID nutritionals and led the brand to a 7.4 unit share gain in six months, winning the J&J Entrepreneurial Award.
Often heard saying, “Design the future.”
Tom has more than 30 years in the customer success industry, serving a wide range of public, private, and nonprofit organizations. He is deeply involved in innovation and improvement projects, turning customer information into actionable initiatives that ultimately improve business results. He’s led over 100 projects to understand customer satisfaction drivers and develop solutions to improve both customer and business results.
Tom specializes in identifying customer investments with the greatest return. He currently leads PCG’s work with the Internal Revenue Service, which aims to improve taxpayer satisfaction and business results. This work includes overseeing modeling and customer-focused research across the agency, and transactional customer and partner satisfaction surveys across several IRS divisions. Other notable clients include Centers for Medicare & Medicaid Services, Veterans Administration, Department of Commerce, Export-Import Bank, and the U.S. Forest Service, among others.
Tends to ask, “Why not?”
Beruria has more than 13 years of experience managing customer-focused research projects for numerous private schools, nonprofit organizations, commercial firms, and government agencies. Her research under Nobel Prize winner Professor Daniel Kahneman led to her interest in customer research, focusing on the true opinions, behaviors, and motivations of individuals. She managed customer-focused research projects for three divisions of the Internal Revenue Service and ran a customer-service preference study for Cal Water, among other research projects for government agencies, non-profit organizations, and private schools.
In 14 years of working with various IRS divisions, Beruria has conducted over 45 national customer surveys. She converted customer reports for the Taxpayer Advocate Division to action-oriented analysis and recommendations for improvement at office, regional, and national levels.
In her work with Cal Water, Beruria led a three-phase project to improve customer satisfaction while reducing costs; this enabled the utility to develop easier online and IVR systems for customer interactions. After launch of this new system, phone volume decreased by 29%, while the number of website and IVR payments increased by 82% and 59%, respectively.
Works to “Help organizations hear their customers.”
Sheryl is a certified marketing researcher with over 15 years of experience in data analysis and research management. She has broad analytical experience (consumer products, luxury/premium retail, B2B, technology, financial services, healthcare/pharma), with strongest expertise and interest in Customer Experience and Brand Strategy. Her work as Research Director at MCorp gave her responsibilities for the development of a customer experience software product.
"Marketing researchers need agility and Customer Experience Professionals need rigor."
Wei has more than 13 years of experience in market research, analytics, and project management for such firms as Gartner, Inc. and the Chicago Board of Trade.
As Project Manager and Senior Analyst, she manages and serves as lead analyst for a number of customer satisfaction surveys for clients including the Internal Revenue Service, Federal Highway Administration, Adaptive Planning, and the Department of Veterans Affairs’ National Cemetery Administration. As a Senior Custom Researcher at Gartner Inc., Wei managed quantitative research projects, including methodology planning, questionnaire design, data collection management, and data analysis. She has also worked as a high-school math teacher in Shanghai, China.
Believes that “Hard work does not guarantee success, but it will improve your odds of succeeding.”
Lauren has three years of experience managing and performing analysis on complex datasets for research projects in industries such as private schools, nonprofit organizations, commercial firms, and government agencies. She is the lead analyst for three customer-focused research projects for the Internal Revenue Service (IRS), a comprehensive customer survey for the National Park Service (NPS), and several other projects for both government and commercial clients. In addition to data analysis, Lauren has experience with methodology planning, questionnaire design, data collection management, accurate and relevant reporting, and other project management tasks.
Believes that ‘There’s always something interesting to learn.’
Cesar has more than 12 years of experience managing and performing analysis on complex datasets for research projects in industries such as private schools, nonprofit organizations, commercial firms, and government agencies. Cesar has experience in handling survey administration, data collection, and computer troubleshooting tasks in various professional fields, as well as being responsible for all of PCG’s Spanish translations. In the past few years, Cesar has also become a programmer and administrator for the online surveys that PCG administers in-house.
Does not see challenges as obstacles but as opportunities for learning.
Pete has 30-plus years of experience in communications, social marketing, customer experience, marketing and survey research, and quantitative methods. He has applied his expertise to government, health and human services, education, financial services, housing, energy, telecommunications, and advertising. He has directed projects that measured and improved passenger satisfaction at Boston Logan International Airport, Massachusetts Port Authority, and the three major New York area airports, as well as for numerous airlines including American, United, Continental, and Southwest.
Pete co-developed PCG’s Net Impression® Leverage Analysis and Service Innovation processes as well as the Communications Research Model, an innovative communications concept testing program that prioritizes combinations of media and messages for achieving specific behavioral objectives. As an active member of the Innovations in Social Marketing group (ISM), Pete has helped to organize and conduct several global social marketing conferences that bring together social marketing practitioners and academic experts. He has taught marketing at the University of Illinois and at Stanford University’s Graduate School of Business.
Says, “Bring it on” to any analytical problem.