Howard Lax, Phd Email & Phone Number

New York, Ny, Us

Salt Lake City, Utah, Us

VistaXM is a turnkey Customer Experience Management solution designed to help companies increase conversion, improve account expansion and reduce churn. We are reimagining the way companies approach customer experience management. Companies understand the importance of delighting their customers and the positive impact high CSAT scores can have on the business. Our solution not only provides actionable insights but also reduces costs by up to 40% compared to forming an in-house team. Say goodbye to complex tool installations and integrations, survey writing, managing contact lists, and prioritizing actions. We manage it for you, tell you what you need to know, and help you implement actions quickly to achieve business results.

• Founded consulting practice specializing in customer experience/VoC/NPS and employee engagement strategy, market research, and consulting.• Launched new CX practice area for national MR firm, from defining offer, developing POV and thought leadership, to prospecting, selling, managing EFM partnership, and consulting.• Collaborated on redesign of the customer experience framework for major U.S. retailer using concepts from behavioral economics and human-centered design.• Trained staff of leading EFM SaaS software provider on CX issues in banking and financial services.

London, Gb

• Led clients through process to conceptualize, design, analyze, and implement CX programs and then interpret and act on learnings to drive organizational change.• Developed new approach to incorporate emotion analytics into CX, DX, UX, and EX programs.• Created new framework for linking employee engagement with customer experience.• Spearheaded efforts to increasingly focus on the ROI from investments in CX.• Built CX Master Class training curriculum and materials.• Designed largest new CX engagements in both 2021 and 2022.Support companies in their efforts to (1) design, develop and implement their customer experience vision, (2) transform their firm into a CX powerhouse and (3) realize the financial and business gains from Best-in-Class CX performance. Worked with clients to develop and design their CX programs, interpret and report findings, recommend actions, consult on follow up implementation and transformation.

London, Gb

• Led practice offering customer experience, VoC, NPS and loyalty research, EFM (SaaS) platforms, and consulting to clients throughout North America. • Managed financials, thought leadership, business development, sales, pitch support, marketing, offers, and third-party relationships.• Redirected practice focus to transactional research and refined offer.• Directed strategy and partnerships with Medallia and Qualtrics SaaS EFM platforms and Online Platform Solutions Team.• Responsibilities span from Sales, Strategy, and Business Development to Marketing, Thought Leadership and client support.

Nuremberg, Bavaria, De

• Designed and led programs for customer loyalty and experience, VoC, NPS, brand and user research, EFM SaaS platforms, and related consultancy services. • Championed extensive strategy, marketing, and thought leadership responsibilities.• Met or exceeded all sales and performance targets in multiple consecutive years.

Ealing, London, Gb

Managed financial services market research group, including sales and marketing, research and service, and direct profit and loss responsibility. Member of corporate senior management team and ongoing senior consultant role in customer loyalty. Turned around performance of historically weak division. Achieved operating income target during down year. Led only U.S. industry group to reach OI target, outperforming all other industry practices.

Ealing, London, Gb

Led sales, market research, platform, and related consulting regarding customer loyalty and experience and employee engagement. Handled marketing and thought leadership, including writing and public speaking. Exceeded sales targets and doubled sales into financial services vertical for loyalty work.

Managed sales, design, and delivery of market research and related consultancy services regarding customer strategies, with a focus on customer satisfaction and loyalty. Exceeded targets for sales and billings.

Mclean, Va, Us

Directed market research function, providing strategic and tactical research and information support for decision-making by all business and staff lines throughout Fortune 50 financial services firm. Led customer satisfaction program and developed models quantifying economic value of satisfaction. Developed integrated series of quantitative and qualitative measures of brand, image, and customer satisfaction. Performed message and ad testing, facilitated focus groups, and partnered with HCBUs regarding research on financial literacy and underserved communities.

Ph.D., Political Science

Masters, Political Science

Bachelor Of Arts (B.A.), Political Science