Seven years of Strategic Management Consulting, operationalizing brand promises.
“Brand is an operational imperative—and must be embedded into your people system. If your system isn’t intentionally designed to produce and promote brand stewards at every level, regardless of role, your Customer Experience is fated to be consistently inconsistent.”
Randy’s work has focused on honing a disciplined approach to the growing field of Customer and Employee Experience consulting. He has worked with large organizations on high-impact, highly visible transformation projects, resulting in a repeatable, reliable methodology.
Using a Design, Activate, Measure, Optimize approach, his biggest impact has been helping COOs and Talent Management Leaders implement sustainable “branded experiences” driven by reliability and connected to current performance measures.
Inspired Employee Experience solutions have included recruitment and selection redesign, onboarding and re-boarding strategy, connecting performance management to Customer Experience goals, and employee exit management.
Customer Experience solutions he has developed includes crafting organizational Purpose Statements, Customer and Employee Journey Design, Brand Storytelling, Transformation Blueprints, Workshop Design and Facilitation, Implementing integrated metrics (NPS, eNPS, CES and CSAT), and Frontline Experience Optimization.
Randy holds a BA in Media, Information and Technoculture, from the University of Western Ontario. He is a Certified Customer Experience Professional (CCXP) and is currently working on his Certified Human Resources Leader designation (CHRL) with an expected completion of Q2 2019.
A sport culture and science geek, amateur musicologist, and academic Muppet researcher, Randy is often found working on the crossword and perusing the daily funny pages. As an active Freemason and alumnus of Phi Delta Theta fraternity, he supports numerous community initiatives.