Stephanie is the leader of the Customer Experience Practice in EPNG in North America. She partners with clients on their customer experience transformations to rethink their customer strategies, develop new service offerings, redesign customer journeys, develop compelling digital and advanced analytics solutions that create value, and build a customer-centric organization and culture.
Examples of Stephanie's recent client work include:
- leading a customer experience transformation for an aviation client to redesign key customer journeys, defining the value at stake and building new customer- and employee-facing digital solutions. She was also involved in building the customer experience organization and developing and launching data dashboards for the leadership team to track impact
- rethinking the customer experience strategy and technology required to deliver modern experiences for a utility client in North America
- designing the citizen and public servant experience for a major federal department, including the reimagination of digital tools and automation to streamline and simplify the process
- leading the development, user experience, and adoption of an analytics tool for a B2B engineering services client to accelerate project delivery and budget adherence
- developing a new e-commerce platform for an aerospace client to redefine the experience and features that matter most for different customer segments
- leading a utility client to define their IT architecture to better support their new ambitious customer experience strategy, all while addressing end-of-life technology solutions
- defining digital opportunities for a professional services client to enter a new market and address unmet customer needs by defining customer opportunities and pain points, performing a digital market scan, and identifying the value and feasibility of launching a digital solution
- developing the digital strategy for an insurance company by first identifying which digital solutions would be most impactful to customers, then building a digital transformation roadmap
