An insightful and visionary CUSTOMER EXPERIENCE AND MARKET RESEARCH/INSIGHTS PROFESSIONAL with an extensive background in customer and user experience and loyalty, employee engagement, and business market research. An acute focus on applied research and customer insights and an ability to think creatively and strategically to support sound business decisions. A big-picture thinker, with strong interpersonal, communications, and leadership skills, driven to achieve results and exceed expectations to ensure a client’s long-term success. Experienced in both quantitative and qualitative approaches in B2C and B2B settings across a range of industries.Experience spans from Customer Experience (CX)/VoC/NPS, User and Digital Experience, Employee Engagement and SaaS platforms to Brand, Advertising/Message Testing, and Innovation to Segmentation, Pricing, and A&U to focus groups, IDIs, ethnographies, and facilitation. 20+ years of broad market research and consulting experience, including both client and supplier-side, spanning industries and B2C and B2B. Special focus on emotion analytics and impact of emotions on CX, the economics of CX, and the linkage between EX and CX.Extensive supplier and client side experience. Have built and cultivated teams of various sizes.Customer Experience (CX) | Customer Loyalty | Leadership | Employee Engagement | User and Digital Experience | Voice of Customer (VoC) | Net Promoter Score (NPS) | Sales and Business Development | Market Research | Writing | Public Speaking | Presentations | Subject Matter Expert (SME) | ConsultingComments from colleagues and clients:"Howard's extensive knowledge of CX and his ability to distill the knowledge into a clear, compelling story for clients and colleagues are unrivaled.""Howard is a true thought leader in Customer Experience and, while aware of the academic literature, made CX accessible by focusing on real world applications.""Of the many Customer Experience (CX) professionals I know, Howard Lax stands out as one of the most visionary, creative leaders in the field. Howard has the rare ability to state not just the core of the real problem, but also the hidden complexity of the true answer to the problem, in understandable terms.""Howard is one of the few CX experts I know who can cut through the clutter of metrics, “should do” lists and trends to create real clarity – specifically: what is relevant and meaningful for your business, why, and how to put together a plan that will lead to the tangible business results you care about."