Christine Wright Email and Phone Number
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As a Principal Customer Experience (CX) Strategist, Consultant and Business Executive, I bring 25+ years of enterprise-level experience, actively consulting and working with Fortune 500 and 1000 companies to develop a data and analytically driven approach to executing their marketing, sales and service strategies – ultimately with the goal of becoming truly customer centric organizations.Over the course of my career, I have delivered numerous successful engagements with clients to identify high-impact Customer Experience opportunities that map to strategic leverage points within their current operations and business processes, as well as overcome the executional challenges associated with those initiatives. My specific area of expertise is helping businesses uncover data insights and assist them with operationalizing those insights to achieve transformational business outcomes ─ utilizing advanced analytics (including ML/AI techniques) and customer engagement enabling technologies.
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Independent ConsultantCustomer Contact Insights, Inc. Feb 2024 - PresentMilan, In, Us
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Executive Account Manager Communications And MediaTeradata May 2021 - Mar 2024San Diego, California, Us -
Principal Customer Experience ConsultantTeradata Jan 2020 - Apr 2021San Diego, California, UsMy role at Teradata was to help my clients identify high-impact Customer Experience opportunities that map to strategic leverage points within their current operations and business processes, as well as overcome the executional challenges associated with those initiatives. My specific area of expertise is helping businesses uncover data insights and assist them with operationalizing those insights to achieve transformational business outcomes ─ utilizing advanced analytics and customer engagement enabling technologies.During the course of my four year consulting role at Teradata Corporation I expanded my knowledge and expertise in operationalizing the use of data and analytics within a multi-channel environment – furthering my base of experience with enterprise level client implementations. I also collaborated with multiple partner organizations, as I have throughout the course of my career, to create end-to-end seamless solutions that in a unified infrastructure deliver higher levels of performance and ROI results.
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Sr. Customer Experience Analytics ConsultantTeradata Dec 2016 - Jan 2020San Diego, California, UsLead Customer Experience Business Strategy and Analytics Consultant for $2B+ Data Analytics Platform and Software Development company, specializing in data warehousing, “big data” management. advanced analytics, and Customer Experience applications for Global Fortune 500/1000 companies; account team lead for Customer Experience focused sales and consulting engagement opportunities with both prospect and existing clients ranging from $1M to $75M in both new deal and incremental contract revenue. Supported over 20 different cross-vertical account teams on both dedicated and non-dedicated basis during four-year tenure. Teradata Winners Circle Nominee and Awards recipient in 2018 and 2019 for Consulting and Client Service Excellence. Promoted to Principal Consultant status in March of 2020. Below are benchmarks achieved on behalf of four of Teradata’s largest clients:
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Advisory Board MemberWright Beverage Distributing 2005 - 2021Acting board member and advisor to family beverage distribution firm
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CeoCustomer Contact Insights, Inc. Jan 2006 - Dec 2016Milan, In, UsCORPORATE PROFILE: A boutique consultancy specializing in identifying and analyzing relevant data to develop business and marketing strategies that drive actionable results which have resulted in dramatic growth in revenue for multiple organizations, as well as bottom line process improvement..These efforts culminate in a solid business model with 30% CAGR, establishing the foundation for continuous growth. While at Sprint and Convergys, I launched marketing and analytical consulting divisions tasked with client business acquisition, program development and performance optimization. I developed a patent for managing customer retention and lifecycle marketing at Convergys that contributed to a multi-channel approach to optimizing customer experience. • Marketing/Business Development Strategy: Created vertical marketing strategy for multi-billion dollar business process outsourcing provider. In 90 days, built strategies, budgets, benchmarks. In 12 months, created collateral, training, lead-gen campaigns, tradeshow support. Results: Firm advanced to number-one global leadership position in category.• Marketing Thought Leadership: Commissioned to position client as thought leader by managing campaigns, producing collateral, and yielding competitive displacement and market share from two largest competitors. Coordinated vendors, mapped project timeline, led execution. Results: Delivered thought leadership collateral, content and project management. Enabled client to achieve 1,000% ROI over 3 years.
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Vice President Business Intelligence And Advisory Services, Customer Management GroupConvergys Corp. Dec 1995 - Oct 2005CORPORATE PROFILE: A $3B Business Process Outsourcing company with 130,000 employees. RESPONSIBILITY PROFILE: Managed a team of 25 CRM consulting and analytic experts who worked with clients of Convergys to integrate the use of advanced analytics, technology, and state-of-the-art CRM business practices into their customer management programs and applications. Head of all CRM Practice Development, Analytics Service Portfolio Design and Development, as well as the Alliance Management and Knowledge Management functions for $90 Million professional services organization within $3 Billion Contact Center Outsourcing, company.Scope of Business Responsibility & Achievement: Head of all CRM Practice Development, Analytics Service Portfolio Design and Development, as well as the Voice of Customer and Knowledge Management functions for $90 Million professional services organization within $3 Billion Contact Center Outsourcing, company.• Internal / External Performance Improvement: Identified opportunities to improve metrics for client standards; developed and implemented a customer contact mapping process that became the basis of a GAP analysis delivered to functional leaders with performance improvement recommendations; over 4 years, managed monthly SWOT Team metric assessments across 50K agents and 250+ programs. This effort improved 165 operational metrics, enabled bonus payouts, and retained multimillion-dollar clients.• Data / Market Analytics: Lead a collaborative multi-departmental effort to create Customer Lifecycle Management solution over 6 months, reducing customer churn within the top 4-5 largest customer bases; integrated transactional billing and contact center data to produce real-time scoring and decision engines. Within 6 months, a new, credible service offering that addressed $5B in lost revenues for the wireless market and became the basis of both divisions’ entire marketing/sales model for the next 20 years.
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Executive Director And General ManagerSprint Integrated Marketing Services (Sprint Ims) 1985 - 1995Overland Park, Kansas, UsCORPORATE PROFILE: A $15M (OPEX) Call Center startup division with 150 Employees that supported the larger enterprise ($14B)RESPONSIBILITY PROFILE: Full P&L ($15M), Recruited to lead startup of the Integrated Marketing Services Group, which included two in-bound/outbound contact centers, one for market research and one for sales and service containing 150 employees all direct.. Established operation as separate division of Sprint Publishing & Advertising in 1989. Provided primary marketing research, statistical modeling, database design and development, direct response advertising, and telemarketing services for Sprint Publishing, U.S. Sprint, as well as numerous non-affiliated companies within health, insurance, financial, consumer goods, retail and telecommunications industries.EXAMPLE BENCHMARK ACHIEVED IN THIS ROLE:• Revenue Growth: Tasked to research shopping patterns of existing customers and expand yellow page distribution areas to generate additional revenue; navigated competition to create and implement a strategy for identifying natural market shopping and buying patterns; combined the strategy with Gravity Modeling techniques to transform the traditional franchised telco distribution areas into logical circulation and distribution territories. Within the year, profitability was bolstered with $13MM, achieving the highest growth rate in the industry over the next 4 years.
Christine Wright Skills
Christine Wright Education Details
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University Of Kansas - Graduate School Of BusinessBusiness Science And English -
The University Of KansasMarketing Science
Frequently Asked Questions about Christine Wright
What company does Christine Wright work for?
Christine Wright works for Customer Contact Insights, Inc.
What is Christine Wright's role at the current company?
Christine Wright's current role is Customer Experience Analytics.
What is Christine Wright's email address?
Christine Wright's email address is cw****@****crm.com
What is Christine Wright's direct phone number?
Christine Wright's direct phone number is +151331*****
What schools did Christine Wright attend?
Christine Wright attended University Of Kansas - Graduate School Of Business, The University Of Kansas.
What skills is Christine Wright known for?
Christine Wright has skills like Crm, Strategy, Analytics, Management, Customer Experience, Lead Generation, Program Management, Leadership, Marketing Strategy, Strategic Planning, Business Intelligence, Vendor Management.
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