DANIEL - Key Persons
As a software developer, Courtney is responsible for The Daniel Group's cloud-based platform's process, lifecycle, and design. Before joining The Daniel Group, Courtney was an Application Developer with Geisinger System Services and a Data and Reporting Analyst with Geisinger Health Plan. Courtney is a graduate of Bloomsburg University with a bachelor's Degree in Business Administration / Information Technology and Analytics and a Master's Degree in Information Technology.
For the past 35 years, we've been helping B2B companies measure, manage, and improve their customer and employee experiences.
We do this by providing ongoing, actionable customer and employee feedback using short surveys that feed into our software-as-a-service platform, accompanied by program assistance, market research, and CX Training for Frontline Manager, Program Leaders, and Executives.
As COO, Doug is responsible for executing the major activities of the firm and helping to set the company's long-term strategic direction.
Doug has 15 years of experience leading both revenue growth and operations functions, primarily in the financial services sector.
Before joining The Daniel Group, he served as SVP of Marketing at Bank of America Merchant Services, and before that served in a variety of management roles at Bank of America and affiliated companies including product innovation, business development, and corporate strategy.
Doug began his career in investment banking, performing merger and acquisition assignments for technology clients.
He currently serves on the Board of Trustees of Thompson Child & Family Focus in Charlotte, NC, and holds a Bachelor of Arts degree in Psychology from Davidson College.
Job Titles:
- Customer Insights Manager
Ethan joined The Daniel Group in December 2019 as a Software Developer. He previously worked with Pratt & Miller Engineering, Logical Advantage, and Capgemini. Ethan is a graduate of the University of South Carolina with a Bachelor's of Science Degree in Computer Engineering.
As a Sr. Business Support Analyst, Jennifer is our first line of support for our more than 60-member Research Analysts team. She helps the team with individual problem-solving with our online portal and client surveys. In addition, Jennifer participates in software update testing and troubleshooting with our technical team as an ExperienceConnect user expert. In addition, Jennifer supports our Client Success Managers on Research Management Projects and completes more complex client surveys.
Before joining The Daniel Group in 2014, Jennifer proudly served in the United States Air Force and later worked for US Airways Express. She has extensive experience in Customer Service, with a firm belief in Service Before Self.
Job Titles:
- Chief Information Architect
- Information Manager
As Information Manager, Jill is responsible for management and development of the information tools used to analyze client satisfaction data and provide research and recommendations for improving client service delivery.
Jill has over 12 years of business process improvement and IT project management experience in a wide range of industries. Previously, Jill was a director in supply chain integration with Coca-Cola Bottling Company Consolidated (CCBCC) and Swift Water Logistics, a consulting subsidiary of CCBCC. Prior to that, she was a manager and senior consultant with Arthur Andersen Business Consulting. She holds a B.S. in Finance and B.S. in Management Information Systems, both from Florida State University.
Job Titles:
- CX Improvement Manager
- New CX Improvement Manager
Kim Battles is our new CX Improvement Manager. She plays a central role in helping our clients measure, manage, and improve their customer experience. She leads the design, launch and ongoing operation of CX feedback and improvement programs.Kim joins The Daniel Group from Thompson Tractor where she was the Director of Customer Experience. Kim has experience in CX, Project Management, Training and Event Planning. Kim is a certified TBM Lean Consultant and holds an Associate's Degree in Accounting.
Job Titles:
- Business / Digital Marketing Manager
As the Business/Digital Marketing Manager, Kris manages the daily financial responsibilities, online advertising, content creation, social media management, SEO, website development/management, and creates our brand image through engaging digital products.
Before joining The Daniel Group, Kris served as Communications Manager at Thompson Child & Family Focus. Kris has more than 20 years of experience in nonprofit management and communications.
She currently serves on the Board of Directors of The Museum of the Waxhaws in Waxhaw, NC, and is a member of the Town of Waxhaw's Historic Preservation Commission. She holds a Bachelor's Degree in Business Administration from Montreat College (summa cum laude), a graduate certificate in Web Development from East Carolina University, and a Graduate Certificate in Technology and Communication from UNC-Chapel Hill.
Lisa is responsible for managing the day to day operations for our clients and supervises a team of analysts. Lisa has over 13 years of experience with The Daniel Group. Before joining The Daniel Group, Lisa served as Director of Housing and Judicial Affairs at the University of South Carolina - Aiken. Lisa holds an M. S. in Adult and Technical Education and a B. S. in Medical Technology both from Marshall University.
Job Titles:
- CEO
- Founder
- National Expert in B2B
What sets the Daniel Group apart from other providers who can help you with customer experience improvement is that there are a lot of software companies out there and many software solutions. There are many consulting firms. We're a partner, so we have a software platform. We also have a support system around you based on the team that we engage with when you come on board and do business with us. We're a full CX partner, guide your program, help you set it up, and help you get the most out of the software.
Lynn is a national expert in B2B customer service. His background includes management consulting, corporate planning and new product management experience. Before starting The Daniel Group in 1989, he held management positions with Rexam Corporation as well as sales and sales management positions with Eli Lilly Company.
His work focuses on:
Developing and implementing effective team-based approaches to strategic planning for companies and non-profit organizations,
Conducting market research studies to help guide the profitable development and introduction of new products and services, and
Looking for better ways to find and keep profitable customers.
Lynn is past president of the board of trustees of the North Carolina State University Alumni Association and currently serves on the boards of WFAE, the National Public Radio station in Charlotte and the University Foundation of NC State University. His education includes a BA from North Carolina State University (With Honors) and an MBA from the University of Virginia.
Job Titles:
- Data Analyst
- Senior Data Analyst
As Senior Data Analyst, Robyn is not only responsible for analysis of client data, but also process automation and data engineering. Her unique troubleshooting skills and advanced Excel knowledge help with custom report creation, data cleansing, complex calculations, and streamlining procedures.
Prior to joining The Daniel Group team, Robyn was a Data Analyst and Programmer at the corporate offices of Duke Energy, Wells Fargo, and Bank of America where she continually had a reputation as the go-to person in Microsoft Excel and MS Office automation. Robyn began her career in data analysis over two decades ago when she graduated from the University of Georgia with an International Business degree that focused in Management Information Systems.
Stephanie has ten years of experience working with The Daniel Group. She brought with her over ten years of experience working in education and the furniture industry. She graduated from the University of North Carolina at Greensboro with a BA in Art Education and Design.
Job Titles:
- Software Developer
- Software Engineer
As Software Developer, Tom participates in the design, installation, testing, and maintenance of The Daniel Group's cloud-based platform. Before joining The Daniel Group, Tom was an Application Developer with Strategic Power Systems, Inc., and an Associate Software Developer with SCI Fusion360. Tom is a graduate of Application State University with a Bachelor's degree in Computer Science.
Job Titles:
- Research Analysts Manager