A large B2B corporation struggled to identify and address customer pain points throughout their experience, despite having an extensive in-person sales organization. The organization assumed that their close customer contact provided them with sufficient insights, yet no systematic collection, analysis, or application of insights was taking place.

My team partnered with our parent company to develop a comprehensive voice of customer program, assessing the experience across five critical touchpoints affecting customer retention. We then created an implementation roadmap, selected a technology partner, and guided national and divisional leadership in the correct regional rollout approach.

This shift transformed the company’s understanding of customer experience from a simplified survey approach to a complex, responsive system for ongoing customer feedback, accompanied by a rollout strategy that reduced risks.

This project was delivered during my time at Relish Works.

A broadline food distribution client sought to enter niche segments of the foodservice industry but faced challenges in differentiation and attracting high-end customers.I led a team to develop a market research plan and a go to market strategy for entering the specialty food market.

We assessed the total addressable market, identified primary trends, and formulated a market entry strategy.The client subsequently funded two efforts based on our recommendations: an investment in a startup building a specialty food marketplace for foodservice customers and a revamp of their specialty food catalog.

This project was delivered during my time at Doblin/Deloitte.

Multiple business units at a large broadline distributor faced challenges due to a lack of consolidated high-level metrics, data, and competitor insights, which hindered strategic planning.

I led a team to develop an industry insights report covering relevant industry and sector metrics, competitive and employment insights, and cross-department data for each major business unit. This report became a central component of the organization’s annual planning process, with all units requesting similar reports in future planning cycles. Senior leadership also integrated the insights for long-term strategic planning.

This project was delivered during my time at Relish Works.

A large broadline food distributor, serving primarily restaurant clients, needed to understand the potential impact of emerging automation technologies within the foodservice sector.A research team I led examined digital and kitchen automation, service automation, robotics, AI, and data implications.

Our report accurately forecasted key technology trends, including kitchen automation solutions, data impacts, and new service models, which were subsequently leveraged by the organization’s VC group to identify investment opportunities and inform sales and marketing strategies.

This project was delivered during my time at Relish Works.

Photo by Mae Dulay on Unsplash

An engineering-led consumer electronics company sought to develop new product concepts within their automotive audio category to drive growth but faced challenges in identifying user problems and designing solutions based on user insights.

My team conducted user research, identified user needs, developed and refined concepts, aligned with engineering department on feasibility, and created a roadmap for market launch.The company implemented our recommendations, resulting in the launch of a new product category a year later. Eventually, our concepts laid the foundation for an entire line of offerings.

This project was delivered during my time at Doblin/Deloitte.

A healthcare provider sought assistance in scaling innovations and creating an innovation capability that could operate across regions and groups.

My team designed a comprehensive innovation strategy, defining governance, metrics, focus areas, capabilities, and innovation processes. The resulting strategy allowed for scalable innovations across divisions, introduced new reward approaches for innovation, and focused efforts on six priority topics.

This project was delivered during my time at Doblin/Deloitte.

A utility client’s outdated commissioning process for new electrical substations was causing resource and time inefficiencies.

A team I managed assessed the existing system, involved key stakeholders, and led co-creation sessions to design a streamlined digital commissioning tool. This tool replaced the previous paper-based system, significantly reducing the steps, time, and cost associated with commissioning new substations.

This project was delivered during my time at Doblin/Deloitte.

A large B2B and B2C corporation faced issues in delivering consistent customer experiences across channels, with frequent conflicts in pricing, promotions, and information requests.

My team conducted extensive internal and customer research, mapped out customer journeys, identified channel conflicts, and pinpointed redesign opportunities. We quantified the impact of these changes on customer retention, order size, and frequency, and developed an implementation roadmap with stakeholders across all channels.

This work led to improved customer experience across channels and guided further annual improvements.

This project was delivered during my time at Relish Works.