Andy Crawford
18+ Years Executive Leadership in Marketing Consulting Industry, with Focus on Healthcare Organizations and Products.
Has Collaborated with International and National Brands, including Corning, Bank of New York Mellon, Takeda Pharmaceutical Company, and Roche.
To me, a great CX is having somebody interact with your brand and that interaction be so impactful that they actually notice.
The goal of a CX transformation is creating something that is noticeably exceptional, not just seamless. I’m talking about an experience that generates enough of an impression that someone feels compelled to comment on how great it was.
We always say that in delivery, we do the same thing every day, but the truth is that it’s always different. Some days, it’s putting out fires or dealing with some unexpected issue. Other days, we’re all collaborating to solve an exciting new challenge. In all these scenarios, my role is to take my end-to-end knowledge and experience in this company and this industry, and apply it on a daily basis to whatever we have going on.
I’d definitely say Fearlessly Forward.
It’s easy for people to get set in their ways and just accept things the way they are. But we don’t do that here. We’re constantly pushing ourselves, in part because our CEO – Kelly Gratz – is a great driver of things to come, and she’s set that tone across the company. But it’s also because we recruit and hire people who aren’t content with the status quo.
I like helping people who haven’t experienced everything yet – working with junior talent to build up their business maturity, helping them become savvy to the reality of the client’s business. It’s rewarding to help these teammates transition from formal education to applied knowledge.
I read a lot casually and professionally. I especially read a lot about companies – reading books, corporate reports, articles, investment websites, and more. There’s so much out there.
On a personal front, I read this information because I’m generally interested in business and finance. And from a professional perspective, I read these things so I can learn from how these leading companies are doing things.
And I’m also always reading to learn how people and companies are exploring and using new technologies.
Kelly Gratz – CEO
Rick Ritzler – Chief Talent Officer
Matthew Oatney – SVP, Chief Revenue Officer
Greg Smith – SVP, Experience
Joel Gerber – SVP, Technology
Carli Whittlesey – SVP, Client Service
Christopher Barcelona – SVP, Strategy