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Managing Director - Dx Consulting @Concentrix Catalyst
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WORK HISTORY
Managing Director - Dx Consulting @Concentrix Catalyst
Portland, OR, US
Customer Experience (CX) executive accelerating enterprise customer-centricity and the business agility required to meet diverse customer, partner and employee needs + expectations- Directly manage ~$10M book of business- Grown direct and influenced revenue 10%-25% annually- Lead CX acceleration practice focused on c-suite conversations, solutions, sales and delivery- Focused on outcome-driven, end-to end CX for prospects, customers, partners and employees- Built CX foundations across alignment to enterprise and BU objectives, continuous insights (including VoC), enterprise customer data strategy and instrumentation (including APIs), experience design, technology and platforms, and organizational change management- Expanded offerings through the lens of customer service - across self-service and assisted channels - with a focus on enabling and applying the contact center data goldmine to drive csat, loyalty, cost reduction and revenue growth- Lead sales pursuits, account strategy, delivery and ongoing client partnerships.
EDUCATION
Hampshire College
BA, Anthropology
SKILLS
ABOUT MARKO Z MUELLNER
As a Managing Director at Concentrix Catalyst, I accelerate enterprise customer-centricity and the business agility required to meet diverse customer, partner, and employee needs and expectations. I have over 25 years of experience in leading and delivering customer experience (CX) solutions across various industries and channels, from e-commerce and social media to public art and digital audio.I leverage my CXPA Professional Membership and my skills in marketing communications, new business development, and customer relationship management (CRM) to drive c-suite conversations, solutions, sales, and delivery. I am passionate about aligning teams and business silos around single sources of truth using journey mapping, service design blueprinting, visioning workshops, and experience and technology roadmaps. I am inspired by the complexity of end-to-end CX and enjoy working with clients and colleagues who share that inspiration.
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