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Glasco Mark
Executive Managing Partner, Consulting Solutions @Concentrix
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WORK HISTORY
Executive Managing Partner, Consulting Solutions @Concentrix
Denver, CO, US
Mark leads the Consulting business of Concentrix, the world’s leading customer experience company recognized as the disruptive partner of the year in 2020*. Concentrix Consulting helps clients design & improve experiences to maximize business outcomes for the most successful and disruptive brands, working closely with Chief Marketing Officers, Customer Experience leaders, lines of business leaders and Operations executives.Mark and his team help the world’s leading brands deliver more effective customer experiences by shaping and transforming customer experience capabilities that drive accelerated adoption of digital enablement designed to win more “customer moments that matter.” Mark’s responsibilities include the sales and delivery of consulting services in the Americas, Asia Pacific, Japan, Europe, and the Middle East.*Automation Anywhere, Oct 2020
EDUCATION
University of Denver
Master of Business Administration (M.B.A.), Marketing
University of Oxford
Summer Program - International Studies
University of Colorado Boulder
Bachelor's Degree, Finance, General
SKILLS
ABOUT GLASCO MARK
Distinguished senior executive in CRM and CX Design. Successful track record in managing a global team of consulting practitioners across NA, LATAM, EMEA, APAC, and ANZ responsible for developing highly complex solutions for many of the world’s leading and disruptive brands. Results-driven expertise in business building and scaling, with recognized strengths in sales, marketing, operations and management roles with P&L responsibility.CRM & CX Design expertise with a focused eye on delivering higher-value client business outcomes- Managing experience ‘shelf-life’ – Helping clients fight harder to keep customers delighted, retain innovation exclusivity, and leverage superior CX to stand out from competition- Moving CX Design closer to the business – Enabling shift from design focused solely on making products look good to informing customer engagement strategy for products, services and journeys- Impacting ‘higher altitude’ decisions - Defining what it means for a client to create good experiences and how to introduce change within the business- Addressing the digital ‘bolt-on’ syndrome - Unravelling & redesigning channel pathways that have evolved organically into unnecessary complexities - Creating end-to-end experiences – Building upon a customers’ perception of their interactions with a client, from discovering the brand to using its products and services across both digital and non-digital elements- Enabling across the CX ecosystem – Recognizing the CX ecosystem as a web of relationships among all aspects of a company including its customers, employees, partners, and operating environment- Transforming capabilities – Benchmarking of existing capabilities, identification and business justification of improvement opportunities and phased implementation to drive benefits realization
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