Sally Vallat

About Sally Vallat

CUSTOMERS! They drive how I think, work & design. When I started my career, customer experience wasn’t even a ‘thing’ it was all about the “company”. But over the years I realized that the successful companies had people who were tuned in to what their customers needed using various data gathering methods, to achieve their objectives and deliver on the company promise. Following this successful model, I took my queues from my customers; both internal and external, to provide an experience that better met their expectations and achieve goals.At a former organization, there was a lot of anecdotal information about what the customer wanted, most of it was 2nd hand. The EVP Services wanted to launch a voice of the customer program to get away from anecdotal information and get unfiltered feedback directly from the customer. A senior leader suggested I could help him launch this new program. When I met for our initial discussion he explained one of his major objectives was to get direct customer feedback about their level of satisfaction & willingness to renew, refer & repurchase; he then shared the book “The Ultimate Question” by Fred Reichheld across his desk and said, ‘you tell me how we’re going to pull this off’. A couple of days later I was back in his office with a plan. That started the journey to help the organization, see the value in what the customers had to say about their journey & expectations. Over the years I shared many insights about what the organization needed to do to improve the experience being delivered to customers. I appreciate & understand the effort it takes to unearth what customers are looking for & enjoy working with companies to improve the experience.Customer Experience - Customer Sentiment Analysis - Change Management - Forecasting - Escalation Management - Continuous Improvement - Journey Mapping – Net Promoter Score NPS - Survey Design Enterprise Design Thinking – Knowledge Management – Budgeting - Service Blueprinting - Value Stream Mapping - Project Management - IoT - Salesforce Service Cloud - Salesforce Sales Cloud – Strategy – Customer Relationship Management – Research – Customer Insights

Experience

1. Customer Experience Insights Manager

   Lenovo

   Dec 2025 — Present

Education

• Cornell University

  Certificate, System Design Thinking

  2019 — 2020

• W. P. Carey School of Business – Arizona State University

  W. P. Carey Certificate in Customer Experience, Customer Experiences & Service Management

  2016 — 2018

Skills

• Consulting
• Analytics
• Change Management
• Management
• Strategy
• E-Commerce
• Powerpoint
• Team Leadership
• Erp
• Project Management
• Business Process Improvement
• Forecasting
• Business Analysis
• Business Process
• Word
• Program Management
• Supply Chain Management
• Jda
• Enterprise Software
• Net Promoter Score
• Software Implementation
• Vendor Management
• Integration
• Net Promoter Certification
• Satmetrix
• Leadership
• Retail
• Customer Relations
• Saas
• Requirements Analysis
• Salesforce.com
• Mergers & Acquisitions
• Management Consulting
• Customer Advocacy
• Software Project Management
• Crm
• Business Intelligence
• Inventory Management
• IT Strategy
• Microsoft Office