Partners

Complementary Technology Partners 

CustomerImpact partners with leading complementary and emerging technologies partners to offer comprehensive, robust, and flexible solutions that help our clients make better business decisions and improve business.Our technology partners are leading global providers of software and solutions that complement CustomerImpact’s services. CustomerImpact’s systems and consulting expertise allow our clients to maximize their technology investment.

SAP transforms the way the world works by connecting people, information and businesses. With open, heterogeneous applications in the areas of governance, risk and compliance; enterprise performance management; and business intelligence; and through global consulting and education services, SAP enables organizations of all sizes around the globe to close the loop between business strategy and execution. For more information, visit www.sap.com.

 Like to become a CustomerImpact Technology Partner? Please contact us.

Consulting Partners

Our consultants bring many years of experience gained through multiple engagements with clients across industries, geographies, horizontal functional areas, and product/service offerings.  They have worked with some of the world's largest corporations, as well as small and mid-sized companies. Their areas of concentration include loyalty solutions, customer advocacy, contact center operations, advanced analytics, change management implementation, employee engagement, creating successful partnerships, complaint management processes, and dashboard design best practices.

Lynn Hunsaker
Lynn Hunsaker, Head of ClearAction customer experience managment consulting, has developed and managed customer experience programs in executive roles such as Head of Corporate Quality and Director of Marketing and Business Development at Fortune 250 companies. Clients include Adecco, Applied Materials, Cadence, MicroWarehouse, and Merck. She is a frequent contributor to customer experience publications and conferences and has taught at UC Berkeley Extension, San Jose State University, and Mission College. She has written three handbooks: Metrics You Can Manage for Success, Customer Experience Improvement Momentum, and Innovating Superior Customer Experience. Lynn earned psychology and marketing degrees at BYU and an MBA at Vanderbilt University.

David Voelker, PH.D.
Dr. Voelker has over 20 years of communication and market research experience in both the public and private sectors, covering a wide variety of industries and several Fortune 500 companies. He is experienced in a broad range of quantitative and qualitative methodologies, with a focus on linkages that quantify interrelationships between individual customer, operational, and financial metrics. Dave has a Ph.D. in Communications Research from Stanford University, where he has taught a course in research methods. He is the author of the top selling statistics study guide.

Norma Watenpaugh
Norma Watenpaugh, Principal of Phoenix Consulting Group, is an acknowledged expert in partnering best practices. She specializes in collaborative business relationships, helping companies accelerate revenue, tap new sources of innovation or open new markets through effective partnerships. Norma is the Best Practices Chair for the Association of Strategic Alliance Professionals and has led the organization to develop a professional certification for alliance managers.  She is currently involved in elevating best practices in managing collaborative business relationships to an ISO standard.

Chris Daffy
Chris Daffy is the founder of The Academy of Service Excellence and a Companion of the Institute of Customer Service. He is widely acknowledged as one of Europe's most experienced customer service specialists. Chris provides advice, knowledge transfer, inspiration and motivation in the areas of service strategy, customer service and customer experience management. He is not only an inspirational speaker , he has written a number of books which include "Once a Customer, Always a Customer" and produced a number of training videos which include 'How to WOW your Customers' and 'Case Studies in Service Excellence.' His customers include Airlines, Finance, Manufacturing, Telcom, Technology, Retail and Logistics companies.

Robin Gleaves
Robin Gleaves, is a founder and director of KitshoffGleaves & Co., a consultancy firm that develops and delivers effective customer strategies for its clients in both the private and public sector. Robin’s unique area of focus is in the use of customer profitability analysis. He is also a Visiting Fellow at the Manchester Business School and the author of two books covering customer profitability analysis – “Converting Customer Value: From Retention to Profit” (John Wiley & Sons) and “Mid-market CRM” (Whitelabel Publishing), as well the journal paper “Accounting is from Mars, Marketing is from Venus” in the Journal of Marketing Management. He has also delivered Masterclasses on Customer Profitability for the Chartered Institute of Management Accountants(CIMA). He is a regular speaker at conferences including the International Direct Marketing Fair, Customer Strategy and Management (NEC), the Institute of Customer Service Annual Conference and the Call Centre Forum.