Tom Booth Email & Phone Number

Bloomington, Mn, Us

CaringBridge is a nonprofit social network that helps people connect with family and friends during a health journey. Founded in Eagan, Minnesota in 1997 by Sona Mehring, CaringBridge has made it simple and safe to offer or ask for support when it’s needed most. With nearly 300,000 active daily users—CaringBridge offers simple tools for patients and their caregivers to share health updates and rally their community’s support. A health journey of any kind—diagnosis, injury, medical or behavioral illness, pregnancy complications or other experiences—is difficult to endure alone. CaringBridge is here to ensure that no one goes through a health journey alone. Learn more at www.CaringBridge.org.

Fractional CTO and CPO, seeking to create and implement product and technology strategies that disrupt and transform Retail, Internet, IT, PE, Digital, Financial Services to drive growth. Contact me at wtbooth@gmail.com.

Eden Prairie, Mn, Us

Executive staff member and officer for Lifetouch. Since the acquisition by Shutterfly in 2018, the company underwent a digital transformation to create a modern, mobile experience for school partners and families. Responsible for all aspects of product management and application development, comprising a portfolio of technology across consumers, partners, schools, and an 18k member field organization.Leader of Shutterfly’s acquisition and integration of Lifetouch: * Efforts included integrating all Lifetouch photography with Shutterfly’s digital photo platform to significantly increase customer acquisition and overall revenue for both companies.Created and led the Product Transformation from the ground up:* Coached and trained leadership on the value of moving from a project to a product-based organization. Leveraged data to help leadership understand the largest business problems and how a product approach could solve them.* Coached and trained product & delivery teams to develop effective customer feedback gathering techniques and processes* Conducted live session observation, heatmaps, etc. to better understand customer behaviors and experience challenges.* Created the strategy and led the division of Lifetouch’s complex IT environment (200+ systems) into Product domains using a customer (internal or external) experience lens.Customer Experience modernization and consolidation: * Led the modernization and customer-focused redesign of the Lifetouch experience for schools and customers, including the eventual goal of creating a single experience across multiple business lines.* Established the User Experience organization within Lifetouch comprised of designers, researchers, and accessibility experts. * Developed a consistent brand experience guideline, mapped out the entire analog and digital customer experience, and created a reusable digital asset management system.

Eden Prairie, Mn, Us

Established, devised, and developed a new data warehouse that leveraged AWS:• Included developing a highly scalable data architecture (RedShift, AirFlow, and ESS.)• Resulted in providing new data sets to the business in days rather than months or years. • The solution included a data lake and many data pools for analytics, accessible by data scientists for ad-hoc analysis.• Created a real-time customer and subject matching process.Led the Infrastructure and Operations team through cloud transformation and overall simplification• Established the alignment and organizational structure for how the I&O team would support the business and technology teams now that the company was moving aggressively to the cloud.• Mentored and coached the transition as roles changed and responsibilities shifted throughout the organiztion• Formed the beginning of a DevOps team that would transition some responsibilities, but also an enterprise architecture team focused on best practices for maintainability, cost management, and security.Led the Security and Governance for technology through the Shutterfly Transition• Spear-headed the technology teams through the SOX compliance efforts after the acquisition• Successfully transitioned the I&O team into the Shutterfly organization with no loss in business response or availability.

Eden Prairie, Mn, Us

Agile Transformation:• Expanded the team to support all but one business unit, expanding both the agile transformation and business relationship model, as well as beginning a product ownership model. The new product owners allowed decisions to be made close to the front-line operations and improved overall business outcomes.• Reinforced agile benefits, values, and principles with leadership slowly at quarterly IT planning meetings; gained buy-in and commitment to teams working in a new way.• Introduced tools like Jira to support sprint events, product backlog, and team collaboration.• Established more consistent, repeatable yet flexible cross-functional processes across internal business and IT teams, and external trainers and field photographers. This was important because Lifetouch has new teams every 18 months• Teams felt empowered and embraced a new, more ‘agile’ way of working. • Successfully shifted IT teams from being operations-focused to customer-centric and delivering products that drove the most value.• Established a culture of continuous improvement.Led the development of a central business platform:• Replaced several extremely aged systems using Salesforce Sales Cloud, Service Cloud, Field Service, and Marketing Cloud. • The solution provided for a centralized photographer scheduling system, labor management at the job level, and complicated work orders for products such as yearbooks and underclass photography programs, increasing revenue by 5%.Transitioned the company to a cloud-based architecture:• Resulted in capabilities such as same-day digital image delivery for customers. • AWS Step Functions and Lambda drove significant reduced application latency, improved cost management, and significantly more flexible technical solutions.

Eden Prairie, Mn, Us

• Launched mobile-first ecommerce site for viewing and sharing images and creating unique products. The new site increased revenue and conversion by 200%, while visitors increased overall by 120%.• Initiated the agile transformation for the business lines I supported. Scrum-based foundation that allowed the business and technology to work closely, better understand customer expectations, and drive positive business value.

Minneapolis/St. Paul, Minnesota, Us

Consulting Director and Customer Experience Practice Leader. Solutia Consulting is a leading technology consulting and project management firm specializing in business analysis, user experience, QA, and architecture in the Twin Cities. Responsible for creating a customer experience practice that was focused on applying technology solutions to help increase revenue, improve loyalty, and create value.Key Accomplishments:* Retained by a national electronics retailer to design the customer value proposition and customer experience of a to-be-launched MVNO service focused on dramatically simpler and much more convenient than the national mobile carriers. Developed the experience design for in-store research and buying process, including requirements for a system to validate account details and customer device upgrade eligibility.* Selected and retained by a national electronics retailer to create and deliver an optimized customer and in-office service experience for the small business group including working with contact center resources for training and implementation of the remote support services and a unique onboarding experience to retain the customer.* Formulated the playbook for Solutia’s sales and marketing on “how to reach prospective clients” as well as devised and executed a guide and reference deliverables for consulting leads on the new practice.

Us

Business and technology consulting company providing tailored, customer-centric solutions that help companies profitably acquire, retain and grow customers.• Led a corporate customer on-boarding experience initiative for an international stored-value pay card company. Reduce the overall complexity of the program offerings while also creating a streamlined and self-servicing program configurator for customers. Initiative increased NetPromoter scores by 10 percentage points and reduced time for the program initiation by weeks.

• Launched the first mobile, online credit card application for a leading national credit card company. The entire solution, included wireless networking, tablets, secure fixtures, and the software to run and manage hundreds of events at major sporting venues, conventions, and NASCAR. Bespoke solution that was easy to set up, transport, and manage with as few resources as possible.

Armonk, New York, Ny, Us

• Launched the initiative to move IBM’s customer contact centers to a Clarify CRM solution and standard SOP across all worldwide hardware service organizations, including service entitlement, remote troubleshooting, and direct part shipping.

● Part of the cross-functional team that created the first remote repair system for thousands of IBM clients, Overnight Depot Repair, and established many remote technical service experience innovations. This became the gold standard for service in the computer repair industry.

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Education record