Chris Herbert Email & Phone Number

Auckland, Nz

Auckland, New Zealand

Auckland, New Zealand

Developed Customer Service and CX strategies & technology recommendations that aligned client goals, needs, & industry best practices → ROI= higher win-rates of larger clients (e.g. Cin7)

Auckland, New Zealand

Managed NZ clients (85+ SME to Enterprise companies; $5M in annual client renewals) → ensuring customers embed, utilize, & increased adoption of technology solutions

Auckland, New Zealand

• Lead service development (discovery, concept testing, product development, market testing) fornew CX-consulting business • Managed product research & development for new training service (est. $1M revenue business) for Skills Consulting Group --> Board presentation for sign-off & change-management presentation tofrontline teams

I took some very special and happy time out to be with my new baby son. Then COVID hit and I ended up, serendipitously, having a once in a lifetime opportunity to spend time watching my baby become a toddler. Wouldn't have traded this time with him for anything :)

London, United Kingdom

Manage engagements with senior executives & teams, scoping out strategic and operational CS and CX improvement projects (1-3yr. timelines) with board-level mandates, and then delivering programs of change that drive sustainable business value. • Develop & deliver complex engagements for 90+ EMEA corporate clients (in-country client travel ~40%); total revenue managed across Gartner tenure ~$80M USD • Part of team published in Harvard Business Review 3+ times and that wrote CX book, The Effortless Experience • Operational expertise in Customer Service & CX initiatives (Omnichannel Strategy, Customer Journey Mapping, Talent Management (Hiring to Coaching to Retention), Organisational Design, Business Process Improvement, Vendor & Technology Management • Work includes: strategy planning, project management, creating & delivering training curriculums, leading day-long workshops, consensus-building and storytelling, facilitating customer user groups • Scope & deliver customised client workshops & keynotes (C-level audiences and below; 10-300+ attendees) to global clients (HSBC, Bank of Ireland, Salesforce, Waitrose, Philips, Camden Council, etc.) that rally cross-functional consensus across different business units

London, United Kingdom

• Scoping out clients’ customer experience challenges, benchmarking strengths & weaknesses, and then implementing best-practice solutions that close those prioritised performance gaps. • Implement customer experience projects with analytical, evidence-based solutions (root-cause analysis and hypothesis-driven research methodologies—regression analysis, A-B testing, focus groups, etc.) • Day-to-day supporting senior leaders & their teams on digital strategy and customer experience challenges, like optimising digital channels, business process & lean redesign, recruiting and training, etc. • Worked across industries (banking, financial services, retail, telecom, high-tech, media, consumer products, etc.) on strategic direction, digital customer experience, voice of the customer, etc.

London, United Kingdom

• Managed EMEA CX division; player-coach role (overseeing 6-8 people) responsible for ensuring product design, implementation, & roadmap aligned to market & industry needs of non-U.S. clients • SME on CX & frontline experience products for all pre- & post-sales customer interactions; supported renewing revenue subscription goals of $15-20M USD annually • Created new product marketing resources (thought leadership content, customer success stories, webinars); worked cross-functionally to boost customer uptake --> ROI= higher conversions & retention • Used KPIs to identify market segment risks, then developed product and service improvements and new product marketing campaigns to mitigate lost revenue

Washington D.C. Metro Area

Worked on Product Team, writing two (2) published best-practice case studies (researched & vetted, based on quantitative & qualitative analysis) and managed global customer experience benchmarking survey. • Created & delivered monthly teleconferences with 100+ customer experience executives and team members, scoring 75% “Highly Valuable” • Managed, analysed, & presented operational benchmarking results (>150 data points) for 80+ clients; created & presented customised reports (40+ pages) and advised clients on how to improve CX excellence • Responsibilities involved primary & secondary research, project management, report creation, presenting quantitative & qualitative research in a digestible way to 90+ global customer experience organisations

Rochester, New York Area

NASDAQ-traded company (2017 revenues $3.15B USD) specializing in payroll, human resources, & benefits outsourcing services for small-/medium-sized businesses.Worked full-time while completing Masters Degree. - Lead continuous improvement projects like: upgrading client database (forecasted savings $250,000 USD/year), automated monthly KPI reports (saving team 70+ hours per year) - Managed migration of ~30 customer support databases to a single CRM platform - Tier 1 Product Support and QA for software & hardware time-and-attendance solution for 500+ customers; troubleshooting escalated support issues and delighting customers to improve service KPIs (balancing quality with costs

Rochester, New York

Colorado Springs, Colorado Area

CSEDC (old name) is an organisation that promotes relocation of companies & businesses to the city. Learned how local politics & business interests of +500,000-population city work together to drive economic growth.Turned a college internship during my 4th year into a full-time job after graduating college.Two different roles:1) Business Development Team - Prepared, maintained presentations & materials for CEOs, VPs on state of the region’s economy - Provided account management to 75+ major investors (>$100,000 USD in annual contributions) - Managed investor database (~5,000 records) & produced reports to improve client support2) Information Services Team - Created, wrote, managed company’s first email newsletter (subscribers increased ~300%) - Researched, analyzed competitive strategy of Colorado state for executive reports and newsletters - Redesigned award-winning CD-ROM that marketed the region to prospective companies