CURRENT CONNECTIONS - Key Persons
A lifelong student of experience and innovation, Jon brings 15+ years of creativity and depth through his expertise in voice of the customer (VoC), voice of the employee (VoE), customer experience management, contact center, video feedback, overall experience design and strategy. His core passion is helping clients meld traditional data, signals and metrics with human emotion to create tangible returns on investment.
Job Titles:
- As Founder and CEO of Experience Engineering®, Lou Carbone Has Decades of Management Consulting Experience Working With Customer and Employee Experience Management Systems
Since the late 1980's, Carbone has been at the forefront of studying, exploring and developing value creation through experience management and is often referred to as the Godfather of Experience Management. He is recognized as a thought leader in the field as well as an experience management futurist continuously innovative, hands-on academic/practitioner.
He wrote the book "Clued In: How to keep customers coming back, again and again", published by FT Prentice Hall which won Fast Company's Reader's Choice Award.
He co-authored in The Cornell Hospitality Quarterly that was cited as the best paper of 2014 by Sage Publications on "Sticktion: Assessing Memory for the Customer Experience"
For more than two decades, Lou has collaborated with Dr. Leonard Berry of The Mays School of Business at Texas A&M on both writing projects and speaking engagements. He has also been a guest lecturer at the Questrom School of Business at Boston University, S.C. Johnson School of Business at Cornell, The Mays School of Business at Texas A&M, and the Carlson School of Business at the University of Minnesota.
Nick A. Tseffos is a Business Executive with over thirty-five years of experience, spending twenty of those years in the technology industry, managing a Value-Added Reseller in Wisconsin. Companies today, struggle with digital transformation as well as having the time to research the latest opportunities to increase their bottom-line. Tseffos has extensive industry and C-Level knowledge of business management, drawing on his years of profit improvement. Through practice analysis and personal changes, he was able to increase sales efficiency, cut overhead, and expand market penetration. With these improvements and the implementation of cutting-edge software, the company was able to achieve record revenues and profits over his tenure.
Scott has over 25 years' experience in helping businesses of all sizes with the selection, implementation and optimization of enterprise and contact centers across the country. Areas of experience include contact center design & optimization, solution selection, digital transformation to the cloud, and solutions architecture Scott is also founding member and active on the board of directors of Midwest Contact Center Association (MWCCA) (https://mwcca.org).