Our Principles:

We value the opportunities this work awards—opportunities for our clients to have great CX, opportunities for customers everywhere to be engaged with great experiences, and opportunities for our firm to do great work.

We hold ourselves and the work we do to high standards and in accordance with the following principles:

• A strong bias for action. We are eager to make moves and want our clients to be, too. With CX, it can be challenging to know where to start. We boil down ideas into actions our clients and team can take for the greatest effect. And we make sure every engagement delineates how to make it all happen, listing next steps, key milestones, and roles and responsibilities.

• Forging new paths. Where others rely on traditional thinking and the path of least resistance, we rely on a continuously fresh perspective. We approach each CX challenge as a unique opportunity, not a run-of-the-mill exercise. We’re not afraid to think outside of the box—doing so fuels our innovative spirit and ensures we are always doing what’s right by our clients and their customers.

• Simplicity. Customer experience can be complex; but it doesn’t have to be daunting. Our years of experience across industries means that we’ve seen a lot. We share key learnings and best practices to help our clients focus only on the things that will yield great results.

• An unrelenting work ethic. We love what we do and are grateful for the opportunity to do it. We work hard because it’s what our clients deserve and it’s what advances the field of customer experience. In every engagement, we are right alongside our clients with our hands on as much of work as they’d like us to have.

About Bob:

Bob has over 40 years of customer experience, contact center leadership, and global operations management experience. He created Innovative CX Solutions in 2018 to share his expertise and help solve customer challenges far and wide, ultimately helping more companies make great CX possible.  

Bob is a mainstay in the CX profession. He serves as Emeritus Chair of the board of the Customer Experience Professionals Organization (CXPA.org) having served in a variety of roles over many years. He is Adjunct Professor in the University of Minnesota Carlson School of Management’s Supply Chain and Operations Management department, teaching Supply Chain and Operations Management, Global Operations Strategy and Service Management at the undergraduate and MBA levels. He is a Senior Lecturer in various Executive Education MBA programs at Rutgers University School of Business.

Bob speaks frequently on the subject of developing effective customer experience and service strategies at industry forums and conferences where he receives top ratings on his interactive approach and unique ability to combine academic principles with real life experiences. 

At Innovative CX Solutions, Bob melds his experiences as a practitioner, educator, corporate executive, and board member to deliver contextualized, practical solutions for improving overall customer experience.