James Vila Email and Phone Number

Modernizing customer experiences so people choose you

Creative Customer Strategy consulting leader, accelerating time to value for TTEC Clients and their customers by creating innovative and pragmatic digital experience blueprints and implementation plans, powered by technology, informed by data, and driven by design.

Define and execute Digital Marketing Transformation Strategy for a fast growing digital agency focusing on Social, Mobile, and Search Engine Marketing Optimization. Ideate and implement new methods and frameworks for customer engagement.

Spearheaded the consulting aspect of a Digital startup services firm that innovates digital solutions for industry leaders such as HP Enterprise, Microsoft, and Disney. Worked intensively with clients to gather requirements, propose transformative solutions, train and coordinate cross-functional personnel, and ensure the success of novel and dynamic methodologies. Key Accomplishments:• Saved 20% in deployment of channel partner fund allocation for global high-tech enterprise through business process digitization and analytical model optimization.• Attained up to 40% savings in marketing budget for major national specialist retailer by offering marketing effectiveness modeling and omnichannel customer experience development.• Leveraged AI and emerging digital interfaces (e.g. chatbots) to create next-generation mobile banking experience for leading Nordic banking and insurance giant.

Customized high-value technology-enabled business transformation strategies for Cisco's top customers, including JP Morgan Chase, Walgreens, and Wells Fargo, with direct influence over $300-$500M in new opportunities for Sales team. Collaborated with sales and marketing professionals to coordinate consulting efforts with company-wide initiatives. Implemented advanced solutions utilizing Internet of Things, Social, and mobile technology and process platforms. Key Accomplishments:• Achieved 20% decrease in cost of Automotive Claims for major US insurer by designing and implementing a new analytics-enabled video collaboration solution.• Piloted new ‘omnichannel’ branch experience for JPMC involving store-based Avatar, social and mobile.• Created Pilot blueprint for new card selling and service support experience model for major Russian bank• Developed and implemented Pilot testing video-based remote medical consultations for major US Pharmacy chain

Developed and delivered novel customer experience consulting methodologies and transformation projects for a pioneering global Customer Strategy Consulting firm. Originated the concept of '1to1' to describe customized relationship management and product customization strategies enabled through technology. Key Accomplishments:• Delivered $15M in standalone strategic consulting revenue.• Drove Customer Experience transformation projects with UK Inland Revenue, USBS, Wells Fargo, Fortune Brands, Microsoft, and Ford.• Developed the first card-free loyalty program for Harrods.• Delivered lifecycle-based digital experience strategy for Jaguar, Volvo and Land Rover, including first online configurators, order-to-delivery tracking, and online advertising measurability.

Integrated Marketing Planner delivering data analysis, digital and data-based marketing strategies and campaigns for clients including Tesco, Intel, Microsoft, Legal & General, and the Economist. Key Accomplishments:• Achieved successive cost per sale reduction during management of successful Customer acquisition and growth campaigns for Legal & General Insurance Direct.• Drove strategy development and implementation for launch of Tesco Financial Services and Tesco Direct.• Achieved 20% reduction of cross-sell and upsell costs through design of database segmentation and propensity to buy models for Clients such as Carrefour, The Economist and Microsoft.