Michelle Yakovac, Ccxp

Michelle Yakovac, Ccxp Email and Phone Number

Customer Experience Researcher, Consultant & Change Agent @ Hansa|GCR
portland, oregon, united states
Michelle Yakovac, Ccxp's Location
Austin, Texas Metropolitan Area, United States
Michelle Yakovac, Ccxp's Contact Details

Michelle Yakovac, Ccxp work email

Michelle Yakovac, Ccxp personal email

n/a

Michelle Yakovac, Ccxp phone numbers

About Michelle Yakovac, Ccxp

Experienced business leader with successful 25+ year career working for both top corporate and supplier/consulting firms with focus on customer experience, customer satisfaction/loyalty and quality measurement, management and improvement. Highlights include:-Deep expertise in designing customer feedback systems; guiding companies in using customer data and insights to improve the customer experience; and advising companies in building more customer-centered business processes, management systems and organizational competencies.-Proven leader, respected mentor and coach with the ability to build, develop and manage high-performing teams that consistently deliver on customer satisfaction/retention, revenue and profitability goals.-Track record of success building new research and consulting firms, divisions and groups from the ground-up along with directing high-visibility customer experience, satisfaction, and quality-based measurement, management and improvement initiatives.Specialties: Customer Experience Measurement & Management, Market Research, B2B Relationships, Quality Measurement & Process Improvement, Leadership, Client Services, Consulting, Planning, Program & Change Management, Training & CoachingIndustries: Consultant and advisor to Fortune 500 companies in Telecommunications, Technology, Consumer Electronics, Energy Services/Utilities, Manufacturing, Financial Services, Professional Services, Information ServicesManagement Tools & Approaches: Journey/CX Mapping, EFM/VOC Systems, Stakeholder Needs Assessments, Relationship & Event Surveys, New & Lost Customer Surveys, Employee Engagement Surveys, Benchmarking/Best Practices, Balanced Scorecards, Action Planning, Quality/Process Improvement Tools, Stage & Gate Process, Ideation & Creativity Techniques, Reward/Recognition Systems.

Michelle Yakovac, Ccxp's Current Company Details
Hansa|GCR

Hansa|Gcr

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Customer Experience Researcher, Consultant & Change Agent
portland, oregon, united states
Website:
hansagcr.com
Employees:
11
Michelle Yakovac, Ccxp Work Experience Details
  • Hansa|Gcr
    Executive Consultant
    Hansa|Gcr Aug 2018 - Present
    Austin, Tx
    Client service lead. Conduct research for and serve as trusted advisor to respected clients across a variety of industries.
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  • Cx Insight Partners, Llc
    President | Principal Consultant
    Cx Insight Partners, Llc Jul 2015 - Present
    Austin, Tx
    Provide research and consulting services with specialization in understanding, improving and innovating the customer experience. Services include:-Sherpa for leaders tasked with launching or re-invigorating customer experience initiatives-Customer experience understanding via in-depth interviews, focus groups & journey mapping-Design and analysis of brand, customer experience and employee engagement surveys-Consultation on design & deployment of VOC/EFM feedback systems-'State of the Customer Experience' management reporting-Audit and assessment of current customer insight & feedback surveys-Customer experience ideation & action planning sessions-Customer experience benchmarking & best practice engagements-Audit and alignment of customer experience initiatives -Guiding leaders in the development of CX strategy, roadmap and governance structure-Tools & best practices to activate customer/employee feedback and drive customer-driven change
  • Ipsos
    Vice President, Loyalty Practice
    Ipsos Oct 2000 - Jun 2015
    Austin, Tx
    Led and delivered research and consulting services to Fortune 500 clients to create understanding of the customer experience and drive customer-focused improvement. Managed ongoing client relationships and teams of research professionals. Responsible for business development, financial/administrative activities and broad-based team learning.
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  • Outsell, Inc.
    Vice President-Lead Analyst
    Outsell, Inc. Feb 2000 - Oct 2000
    Indianapolis, In
    Established and led a new advisory practice focused on market, competitive and business intelligence. Conducted research, provided in-depth analysis, authored management briefings and advised corporate executives/suppliers on benchmarks, best practices and trends in the market research/intelligence and business/competive intelligence industry.
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  • The Genesis Group Llc
    Principal/Partner
    The Genesis Group Llc 1997 - 2000
    Indianapolis, In
    Built a start-up research and consulting firm dedicated to helping organizations create and sustain lasting, profit-producing relationships with customers, employees and other important stakeholder groups. Involved in all facets of the business including planning, product development, sales, marketing, client consultations, research design and implementation and supplier management.
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  • Intelliquest
    Vice President - Customer Loyalty Measurement & Management
    Intelliquest 1996 - 1997
    Austin, Tx
    Established a new business division for this technology-based research and consulting firm focused on delivering customer loyalty measurement and management solutions. Created the business case and plan, built and developed the group/team, developed a comprehensive product/service offering and generated a healthy revenue base in only eight months.
  • Walker Information
    Vice President - Client Services; Vice President - Product Development & Management
    Walker Information 1991 - 1996
    Indianapolis, In
    Led team of research professionals in conducting customer satisfaction/loyalty based research and consulting with clients on how to translate resulting information into strategies for improving products, services, processes and customer relationships. Formed and led team responsible for training and driving innovation of customer-loyalty based tools and solutions offered by the company and its network of worldwide partners. Created a framework and formal process for moving new products/ventures from concept development to successful commercialization.
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  • Gte Telephone Operations (Now Verizon)
    Manager-Quality Positioning; Manager Quality Measurements
    Gte Telephone Operations (Now Verizon) 1987 - 1991
    Dallas, Tx - Stamford, Ct
    Led team responsible for centralizing, managing, analyzing, synthesizing and communicating all voice-of-customer research and competitive benchmarking programs throughout the organization. Launched formal quality improvement group with responsibility for initiating, supporting and directing company-wide quality improvement activities. Built organizational competency through consultation, training and education of management and front-line employee teams. Developed and coordinated internal and external quality award, recognition and communication programs.
  • Walker Information
    Project Director - Senior Account Executive
    Walker Information 1982 - 1987
    Indianapolis, In
    Designed customer satisfaction measurement programs and serviced research needs of major accounts. Managed team of four research professionals and participated in all phases of the research process from research design through analysis and presenting results to top management.
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Michelle Yakovac, Ccxp Skills

Market Research Customer Insight Analytics Segmentation Strategy Quantitative Research Crm Questionnaire Design Customer Experience Focus Groups Survey Design Management Benchmarking Data Analysis Market Analysis Qualitative Research Business Intelligence Competitive Analysis Balanced Scorecard Dashboard Competitive Intelligence Primary Research Business Insights Cross Functional Team Leadership Brand Equity Voice Of The Customer Management Consulting Online Research Market Intelligence Brand Loyalty Process Improvement B2b Research Survey Research Ethnography Data Collection Research Design Employee Engagement Efm Customer Relationship Management International Research Client Services Quality Management

Michelle Yakovac, Ccxp Education Details

Frequently Asked Questions about Michelle Yakovac, Ccxp

What company does Michelle Yakovac, Ccxp work for?

Michelle Yakovac, Ccxp works for Hansa|gcr

What is Michelle Yakovac, Ccxp's role at the current company?

Michelle Yakovac, Ccxp's current role is Customer Experience Researcher, Consultant & Change Agent.

What is Michelle Yakovac, Ccxp's email address?

Michelle Yakovac, Ccxp's email address is mi****@****ate.com

What is Michelle Yakovac, Ccxp's direct phone number?

Michelle Yakovac, Ccxp's direct phone number is (512)-478*****

What schools did Michelle Yakovac, Ccxp attend?

Michelle Yakovac, Ccxp attended University Of Dayton, Lackawanna High School.

What skills is Michelle Yakovac, Ccxp known for?

Michelle Yakovac, Ccxp has skills like Market Research, Customer Insight, Analytics, Segmentation, Strategy, Quantitative Research, Crm, Questionnaire Design, Customer Experience, Focus Groups, Survey Design, Management.

Who are Michelle Yakovac, Ccxp's colleagues?

Michelle Yakovac, Ccxp's colleagues are Andy Wilson, Michael Cruz, Wayne Marks, Chelsea Rose, Jenn Falco.

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