As a Senior Partner in McKinsey & Company’s San Francisco office, I co-lead the firm’s Digital Marketing and Digital Practices, helping clients identify and translate digital and omni-channel opportunities into sustained growth. Previously, I led McKinsey's Marketing and Sales Practice for the Americas. I have worked extensively with financial services, retail, telecommunications, and hospitality firms on an array of strategy, operations, e-commerce, and information technology opportunities.I specialize in customer experience management, data-driven customer loyalty and retention strategies, consumer and shopper insights, analytics, and mastering multichannel marketing and sales in a digital world. I’ve written numerous articles on the evolution of customer loyalty programs, e-commerce, marketing analytics, and other topics in publications such as the McKinsey Quarterly, Harvard Business Review, CRM Magazine, and Forbes. Additionally, I co-authored "Net Worth: Shaping Markets When Customers Make the Rules" with John Hagel.