We know what exceptional
performance looks like.
Customer experiences have become central to how companies operate and it can be complex and challenging to build an ecosystem of digital, physical, and human elements in a harmonious manner.
We help make it simple. We know how to bring together people, process, and technology to create pragmatic, end-to-end solutions that touch the hearts and minds of employees and the customers they serve.
We have an enviable track record helping great brands re-think their customer experience, creating a more human experience, and building lasting relationships with their customers.
hubs all over the world.
Robert has spent his entire career helping global brands create more personalized connections with their customers. In a world that is driven by the need to deliver “wow” moments at every customer interaction, he believes that creating a competitive advantage will require companies to disrupt the norm and build ecosystems that connect the employee experience to the customer experience.
Robert has worked for some of the most innovative brands across the financial services, healthcare, transportation, hi-tech, and CPG/retail industries, helping them design business architectures that touch the emotional and rational sides of every human interaction – and deliver measurable business performance.
Robert leads our consulting business segment, and is responsible for our Strategy & Operations, Insights, and Learning & Performance practices. Our company thought leadership resides in these practice areas, and is created to help our clients ideate and operationalize business transformation. Prior to TeleTech, Robert held similar leadership roles at IBM, Capgemini, and Genpact.
Robert is based out of Chicago, and believes in giving back to the community through his support of PAWS Chicago, the American Heart Association, and Immerman Angels. He is a passionate individual who is a thought leader in the customer experience domain.
Larry’s passion is seeing employee and customer lives transformed. He believes that as we help our clients bring value to every customer interaction and eliminate friction, we are also bringing more joy and energy to their lives.
Larry is a principled, results-oriented leader of our Strategy & Operations practice. He is based in the US, but supports teams and clients across the globe. His primary areas of focus are business strategy, service delivery architecture, global business services, digital enablement, operations excellence, contact center optimization, culture change, and merger integration.
Larry has over 25 years of experience leading business transformation and customer experience initiatives across functions. His experience includes working with both Fortune 500 and small- to medium-sized businesses across the healthcare, retail, manufacturing, financial services, and energy industries.
Larry has a Masters of Mechanical Engineering from Case Western Reserve University, and a Bachelor of Science in Mechanical Engineering from Ohio State University. He is also a graduate of the General Electric Edison Engineering Program, and is a certified Black Belt.
He enjoys spending time with his wife, son, and daughter, and pursues a few hobbies including traveling, running, and playing the guitar.
Marcy is our marketing analytics guru. She has a unique blend of analytics, finance, and strategy skills, and is passionate about helping companies grow their profits through customer insights.
Based in Boston, Marcy leads the Insights practice for the Americas region. She provides strategic direction for the company’s major accounts, including some of the world’s leading automotive brands.
Marcy initially joined the firm as a founding member of one of our acquired brands, iKnowtion. She has over 20 years of experience in data-driven marketing, risk management, and strategy consulting. Before joining the company, she served as an Analytic Director at Epsilon, where she led consulting engagements with several Fortune 500 companies. Prior to that, Marcy was Director of Database Marketing and a Risk Manager at GE Capital.
Marcy holds a BS in Business Administration, with a concentration in finance and economics, from the University of Massachusetts at Amherst, and is a graduate of General Electric's Financial Management Program.
When she is not working, Marcy takes any opportunity she can to be inspired by the great outdoors, and can be found seeking out the sun or trekking up mountains to discover breathtaking landscapes.
Glenn believes that people with passion drive performance. He loves spending time with individuals who have energy, optimism, and a pace for what they do.
For as long as Glenn can remember, his passion has been about the link between strategy, leadership, and performance. Exploring this link has allowed him to lead teams in Southeast Asia, Europe, the Middle East, and North America, while enjoying a multi-disciplinary career in change management, leadership, performance improvement, and strategy execution.
Glenn is in high-demand in the international speaking circuit, and coaches a number of board executives in multi-national organizations. He is a certified Extraordinary Leader Master Facilitator, has lectured on Behavioral Change Management within the MBA curriculum in conjunction with London Business School & The American University, Dubai, and was a regular columnist for CEO Magazine. He is also the author of “Drivers: A Story of Transformational Change.”
Glenn lives with his wife in London, has two children, and is an ardent Formula One fan.