Jon Hughes Email & Phone Number

Greater Atlanta Area

Responsible for overall firm strategy and growth, business development and client acquisition, and delivery of consulting and advisory solutions.ALA is an experience management firm that enables clients to ignite an emotional connection among their customers, team members and brand. Our team has helped the world’s premier companies across multiple industries to maximize the value from their customer, employee, brand, and product initiatives. How do we do this? We... Ask | Listen | Act.ALA was formed to drive increased value of experience initiatives, enabling clients to spend less time, money and resources while increasing insight, action, and impact. Rather than deploying generic models and approaches, we help clients win by meeting them where they are to build their unique success path. We leverage proprietary frameworks, decades of expertise, modern research, technology, powerful analytic approaches and an ecosystem of collaborative experts.

Greater Atlanta Area

Greater Atlanta Area

Provided thought leadership for newly-formed Customer Centricity consulting practice, directly responsible for shaping firm strategy, developing consulting frameworks and deploying go-to-market solutions for clients. Delivered strategic advice and innovation on signature CX accounts. Drove design, analytics and communication around financial services industry research. Helped lead specific CX and brand sales efforts across industries.

Greater Atlanta Area

Strategic CX and brand consultant to Gallup's largest, most complex financial services clients. Addressed mission-critical initiatives through the CX lens, including digital education and migration, deploying AI, understanding and managing omni-channel customer journeys, branch design and staffing, and brand alignment and ambassadorship.Partnered with clients to architect, implement and leverage their CX ecosystems. Specific efforts included effective organizational design and program governance, ensuring brand alignment, holistic touchpoint and journey mapping/analytics, selecting and leveraging the optimal technology platform, building feedback capture modes and methods, designing efficient and impactful questions and surveys, implementing closed loop management and analytics, driving adoption and change throughout the organization, and deriving firm-wide actionable insights for immediate impact.Evolved Gallup's retail banking industry studies to include a heightened focus on topics, trends and initiatives of interest to Gallup clients: financial well-being, corporate social responsibility, digital education and migration, customer journeys, needs-based conversations, problem handling and resolution, customer data stewardship and the emerging use of AI/ML. Helped lead CX and Brand business development efforts across industries, including financial services, hospitality, retail, technology and government.

Greater Atlanta Area

Led CX consulting engagements with regional and national retail banking clients through large-scale mergers and acquisitions, a global financial crisis, and rapidly expanding regulatory and political headwinds. Our work allowed client banks to maintain and improve their customer experience performance despite the significant challenges, and helped these banks win in the new environment.Member of the Gallup Financial Services Practice leadership team, which oversaw the design, analyses and dissemination of results from annual industry surveys. Developed, edited and contributed to the Focus on Financial Services blog on www.Gallup.com.Transitioned several large scale, multi-channel CX performance management tracking programs from outbound phone to online data collection. This included designing all testing protocols, conducting analyses on mode effects, and working with the client to understand and manage around score adjustments, trend disruptions and change management/field impact.

Greater Atlanta Area

Designed, implemented and managed the branch CX tracking program for top 5 U.S. retail bank, which helped drive significant performance improvements over the subsequent 15 years. Led contact center CX programs for another top 5 U.S. retail banking, contributing to their recognized industry leadership in customer satisfaction and loyalty performance. Designed and implemented a global B2B CX program among large corporate customers for a top U.S. telecom provider.Led the design, implementation and analytics for CX programs at several North American regional banks, covering multiple channels (branch, contact center, digital), segments (consumer, business banking, wealth) and products (DDA, mortgage, investments). Managed brand and ad tracking research for a global telecom company and for a global manufacturer experiencing a reputational crisis. Led ongoing CX programs for various clients in the financial services, pharmaceutical, transportation and other industries.

Lincoln, Nebraska Area

Lead researcher on multiple large employee engagement programs in the manufacturing, industrial and technology sectors, including the largest (at the time) Gallup employee engagement study ever conducted. Led brand and advertising tracking for top 3 U.S. telecom company, and CX program for top 3 U.S. retail bank.Conducted business impact analyses (CX, EX, brand) and predictive validation studies (hiring and selection) for numerous clients. Led the day-to-day activities (survey design, project management, analytics & reporting) for various customer, member and brand experience programs across multiple industries (financial services, retail, hospitality, professional services, manufacturing, technology, telecom and not-for-profit/associations).

Toronto, Canada Area

Managed the day-to-day operations of the Canadian Gallup poll, including topic selection, questionnaire design, analysis, press releases and media relations. Polling covered a variety of social, political, economic and human-interest issues, including horse race polling during both federal and provincial elections. In each case, Gallup's final pre-election polling was within the margin of error of actual election results.

Master Of Science (M.Sc.), Survey Research And Methodology

Bachelor Of Arts - Ba, Political Science | Quantitative Methods