Adam Miller Email & Phone Number

Louisville, Co, Us

Louisville, Colorado, United States

Providing project-based, contract consulting services for customer research, journey management, and CX program development.

Louisville, Colorado, United States

Measured and improved the success of experiences we delivered our patients, health care providers, and Pfizer colleagues.* Leveraged design thinking methods with cross-functional teams from Product, Design and Development to identify current-state experience pain points, prioritize opportunity areas, and align success measurement.* Led research, solution ideation, and development of strategic recommendations for a digital medication portal redesign that ultimately increased pharmacist/physician adoption by 23%.* Conducted internal evaluation of CX organization’s journey management maturity, resulting in strategic focus areas for platform vendor evaluation and selection.* Created future-state patient & physician journeys for a breakthrough rare disease treatment experience, anticipating patient pain points and prioritizing opportunity spaces for Product development.

Broomfield, Colorado, United States

Directed a global experience design program helping banks design low-friction digital experiences. * Founded a global CX consulting practice: set program strategy, established delivery model and methods, recruited and coached a team of five CX strategists.* Project lead for a digital mortgage portal design: facilitated user research, prototype creation and testing, and drove alignment of future-state vision with Product, Engineering and Business teams.* Delivered a consumer digital credit card application experience for HSBC that resulted in 3x account openings.* Led digital journey design for Western Union small business that decreased onboarding time by 45%.

Louisville, Co

Designed frameworks to operationalize and deliver design programs and executive-level CX vision presentations.* Developed and piloted an Innovation Workshop program, engaging Oracle customers in three- to five-day CX Sprints to tackle business problems in customer retention, satisfaction, and adoption. * Led senior-level discussions with key strategic customers - Motorola, AT&T, Vail Resorts, Apple - on how to apply CX strategies and technology to drive business and customer outcomes.* Acted as the cross-functional liaison between internal Product, Sales, Marketing, and Service teams to develop business models and facilitate customer research and ideation workshops.

Boulder, Co

Developed and led human-centered design programs for Citrix teams and customers.* Developed an original human-centered design consulting program, allowing Citrix design teams to better understand customer needs and goals and deliver more efficient, effective design recommendations.* Facilitated user research and journey mapping activities with GoToMeeting product teams, redesigning key support experiences that decreased call center volume by 21%.* Delivered design workshops at Citrix Synergy, Summit and ServTech conferences, enabling 500+ employees and customers to activate journey mapping in their teams.

Boulder, Co

[Oracle acquired RightNow in January, 2012] Led development, scaling and operations of customer experience (CX) design workshop programs.* Developed methodologies and tools for emerging CX strategies, including journey mapping, empathy interviewing, customer lifecycles, helping Oracle be recognized as an enterprise software CX thought leader.* Scaled Journey Mapping Workshop program to reach over 5,900 customers and employees, in 90 cities across 37 countries, giving global teams greater insight into customers’ experiences.* Presented on CX strategy and led large-scale workshops (100+ participants) at Oracle Open World Shanghai and San Francisco.

Boulder, Co

Provided global enablement and practices expertise to RightNow customer and employee audiences for our Social Experience product suite. Authored best practices materials, created and delivered training, provided thought leadership on community and social media strategy to support the customer experience. Led practices deployment for customers and employees in the US, United Kingdom, Belgium, The Netherlands and Australia.

Boulder, Co

Managed client relationships at all stages of contract - implementation, training, launch, ongoing success management - providing the stability of a single-point of contact. Ensured the success of accounts including Adobe, Hearst Interactive, General Mills, and Rally Software, reducing support costs and driving innovation. Led the development of online community best practices and training to support our Professional Services, Sales, and Marketing teams, leading to improved customer satisfaction and retention.

Broomfield, Co

Planned, executed and measured online marketing programs for five mountain resorts: Vail, Beaver Creek, Breckenridge, Keystone and Heavenly Resort. Included online advertising campaigns, new website functionality development, search engine marketing, and site content management. Modernized campaign management processes, improving campaign ROI from 3.5 to 7.2 YOY.

Avon, Co

Managed web design and development projects, acting as liason between client marketing contacts and our internal design and development departments. Specialized in mountain resort websites for Vail, Breckenridge, Keystone, Snowmass.

Boulder, Co

Managed website design and development projects for clients in the financial services industry, including Bank of America, Charles Schwab, Janus, TD Waterhouse.

London, United Kingdom

[Experian acquired Exactis.com in April, 2000]Co-founded first international office of Exactis.com, in London, to provide closer support for our growing European client base. Hired, trained, managed three London-based Account Managers, defined international account management processes, provided strategic account support.

Denver, Co

Primary client contact, providing support and strategic oversight in executing e-mail marketing campaigns. Educated our clients on e-mail marketing best practices, provided campaign management services, and developed client accounts as popularity of e-mail marketing exploded. Clients included Financial Times, The Economist, Lastminute.com, International Herald Tribune.

Bachelors Of Science, Marketing

Activities and Societies: Phi Kappa Tau fraternity - Psi Chapter

Design Thinking Bootcamp, Hasso Plattner Institute Of Design (D.School)

Education record