Advisory Committee Member Profile

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Terry Dekalb

DeKalb Consulting
Consultant

Areas of Expertise

Customer Experience

RELEVANT EXPERIENCE
Long term leadership of customer experience function for $6M B2B company including program redesign and expansion
Leadership of multiple marketing and brand management functions
Deep knowledge of high tech business models and implications for CX strategy
Strong familiarity with life science, analytical and electronics customers and businesses

CAREER HIGHLIGHTS
30+ years business-to-business experience across multiple functions including:
   - Ten years of CX function leadership and improvement 
   - Fifteen years of inbound, outbound, product, services, and brand marketing management
   - Five years of digital program management
   - Two years of supply chain management
Design and management of customer survey programs and customer experience research 
Led customer journey mapping and future state CX design 
Extensive cross-region and multi-function program management
Recognized in 2019 by Forrester Research for CX Leadership

EDUCATION AND CERTIFICATION
Five year membership on Forrester CX Council
The Wharton School, MBA, with Honors
Pomona College, B.A. Physics, cum laude
Six-Sigma Green Belt Certified ​

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