Christopher Barcelona
Has Worked with International and National Brands including Tiffany & Company, Nike, and Walmart.
Member of The Board of Directors for the Mount Carmel Health System.
Part of what makes CX transformation so interesting is that it’s never done. The technology is always changing. Customer expectations are changing. Cultural influences are changing. That’s all driving the need for a constant, fresh perspective on how we make a difference.
And it’s also exciting to realize that if we can help strengthen our clients’ connections with their customers – and in so doing help improve those customers’ lives, even if in some small way – the end effect will be improved business performance for our clients.
Our team members are always leaning in to establish authentic relationships with our clients. We’re consistently trying to understand their biggest strategic challenges, even if we’re not working on those challenges right then. This mentality is one way we bring to life our concept of “Partnerships over Projects.”
As a company, we’re continuously working to define what innovation means to us and our clients. And a big piece of that story is applied innovation – not creative for creative’s sake, or tech for tech’s sake.
What can we do – or what will we be able to do – with this innovation?
And we’re not necessarily looking five or ten years out, because that simply leads to guessing. When we’re looking just one, two, or three years out, we’re considering how we can apply innovation to help transform our clients’ businesses. That’s when things get interesting.
In many ways, my primary role is to work across our teams to more effectively think about how we connect with our clients and potential clients.
Instead of “selling what’s on the truck,” we’re always working to think more in depth about our clients’ stated challenges, maybe even pushing past the ask and going beyond the expected to connect and become almost one with our clients. And then, develop valuable solutions that propel their business.
I’m motivated by seeing someone’s eyes light up when something I’ve done has cut through the ordinary. And that’s in part because I’m not wired to be OK with “good enough.”
While I know there’s never enough time to make everything perfect, I do believe there’s always enough time to go the extra step and add the level of detail that makes something exceptional.
Kelly Gratz – CEO
Andrew Crawford – COO
Rick Ritzler – Chief Talent Officer
Matthew Oatney – SVP, Chief Revenue Officer
Greg Smith – SVP, Experience
Nancy Cloutier – SVP, Data & Analytics
Joel Gerber – SVP, Technology
Carli Whittlesey – SVP, Client Service