Strategy & Operations

Make Amazing Customer Interactions a Reality

Be the brand that captures your customers' hearts.

You know it makes perfect business sense. Forward-thinking brands are implementing new strategies that transform how they engage with their customers and outperform the competition.

It takes agility, resilience, and operational excellence to align people, processes, and technologies to do something different while not losing sight of what you do best. This is where we can help.

Our Strategy & Operations services are rooted in 30 years of practical customer experience (CX) know-how. We help you design your business and guide you through a series of pragmatic steps that will accelerate you along your CX journey.


Strategy & Operations Solutions


Designing how you will interact with your customers and understanding the customer lifecycle.


Designing what your sales and service delivery looks like. Assessing your options for a shared-services operating model.


Creating a roadmap to bring your digital and technology visions to life and defining the requirements for agile deployment and effective adoption.


Enhancing multi-functional business processes and operating models to create efficiencies with your CX strategy at the core.


Contact Center

Simplifying and improving the performance of your channel strategy.


Client Stories

Strategy & Operations

Clean and Lean

A cleaning products company realized it was spending too much time on routine financial planning.

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Strategy & Operations

Just What the Doctor Ordered

A hospital emergency department increased bed capacity, increased revenue and improved the quality of patient care.

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Strategy & Operations

Energized Against Churn

An energy provider reduced subscriber turnover by becoming customer-centric.

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More Client Stories


Talk to Us About Strategy & Operations


Robert Jimenez



Larry Mead



Nik De Wilde


Asia Pacific

Willie Law



Are you ready to create amazing customer experience results?

Contact the Strategy & Operations Team

Robert Jimenez
Global Head of Consulting

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 Mead
Global Head of Strategy & Operations

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.

Nik De Wilde
Customer Experience Lead, Europe

Nik started to learn about customer loyalty and customer experience at the age of 16, when he started to help in his mother’s menswear shop. That experience taught him that knowing your customer and their preferences – and treating every customer accordingly – is an important business differentiator. Today, he enjoys implementing that same principle with his clients – on a much larger scale.

Nik has been in management consulting for more than 25 years, first with Accenture, and later with his own consultancy. He has worked with major organizations all around Europe and across different industries, striving to achieve the same goal his mother had – to keep customers happy and loyal.

Nik is based in Brussels, and specializes in loyalty marketing and customer experience. Building stronger and more valuable relationships with customers has been his passion for over two decades. For Nik, consulting doesn’t stop at the last slide. He likes to take ownership from beginning to end: translating a business vision into an actionable strategy, but also taking on the responsibility of implementing the strategy and ultimately achieving strong results.

Nik is passionate about his two sons and anything with wheels. He likes to cycle, tour on his motorbike, and make trips with his 1960-MGA old-timer car.

Willie Law
Strategy & Operations Lead, Asia Pacific

Willie’s strong commercial acumen and attention to process has helped him bring structure and guidance to leadership teams around the globe, enabling their brands to grow.

Willie’s expertise lies in helping companies design, implement, and improve their customer engagement, customer experience, and employee experience strategies. Willie has worked with most operational productivity methodologies, including Taylorism, Lean, Six Sigma, Kaizen, Kanban, Quality Circle, and ISO 9000/1.

Willie is based in our Sydney office, but has partnered with clients from around the world on major operational, productivity, and transformational improvement projects. These have included copper mining in Zambia, building submarines in Asia, barge building on the mighty Mississippi, and digital transformation in Australia. He has also transformed customer engagement in contact centers for healthcare, telecommunications, and financial services organizations throughout Asia. Good thing he enjoys to travel!

Willie has held senior managerial roles for organizations such as Dell,, Proudfoot Consulting, Software Spectrum (Level 3), Navitas, Australian Institute of Management (AIM), and the Highland Group. He has ‘walked the talk’ of operational improvement and change management in start-up, post–acquisition, and merger environments.

Willie holds an honors degree in Systems Science and Management from City University, London, and continues to try to find time to finish his law degree.


How to Quantify Happiness, and Other Emotions

Understanding the role of emotions in decision-making is critical if we are to design and deliver customer experiences and relationships that matter to the customer.Read blog post

Putting CX Strategy to Work

At TeleTech Consulting, we specialize in working with client firms to update and move these transformational strategies to production.Read blog post




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