Leadership and Management

Our leaders have decades of experience as customer experience practioners as well as consultants, strategists, designers and solution enablers.

From technology, retail, and insurance to credit unions and nonprofits we’ve led Global 500 customer experience and loyalty groups, guided strategy, and digital transformation at some of the world’s largest companies, and led startups and nonprofits.

Our diverse and experienced team is expert at understanding issues, identifying and communicating opportunities and helping define, prioritize, and bring solutions to life.


Stephen Shay

Vice President and Practice Leader, XM Capabilities