Valerie Peck’s background and professional achievements in the Customer Experience strategy, customer experience and journey/experience mapping have positioned her as a point person for many projects where it is critical to not only design strategy but to execute on it. She is equally comfortable in the board room and the contact center. In addition to consulting, Valerie has created a software platform called SuiteCX which enables companies and practitioners to aggregate various evidence and ethnographic elements such as voice of the customer, employee and company into a visual storytelling and process format to improve customer experiences, campaign effectiveness and strategic planning.
She has considerable functional expertise in executive-level marketing strategy, Go-to-market positioning, customer interaction strategy, tactics and technical solutioning, business processes, content/knowledge management and touch point/datamart technologies. Her vertical industry expertise includes the financial services, hospitality, retail, health care services, high-technology, telecommunications, automotive, entertainment and education sectors. She has significant domestic and international experience.
Projects Valerie has led have included using marketing and customer experience for competitive advantage, “psychology meets technology”, online/offline marketing, contact center/web business, functional, technical designs, RFP development and management, and customer service, service to sales strategy, customer experience optimization, and business case development.
Her hands on experience in management with both major corporations and the Big 5, consulting to a wide array of Fortune 50 and start-ups, give her a wealth of best practices (and worst) to pull from making her a subject matter expert who is highly sought after both in consulting and speaking.
Valerie’s work experience has been focused on these areas of expertise for over 20 years. As a partner at East Bay Group she worked with Fortune 100 companies as well as a number of international clients developing Go to Market Strategies, Marketing Execution plans as well as developing and implementation marketing databases and automation solutions. While a partner at Peppers & Rogers, she was responsible for the Web, Contact Center, Marketing Automation and Knowledge Management Centers of Excellence. The firm’s Knowledge Management system won a prestigious Inc. Magazine award in 2002. Valerie’s other positions such as director of CFO Direct and director of marketing, Western Region High Technology Division, at PricewaterhouseCoopers, a Senior Manager KPMG and Executive Director of Market Management at Pacific Bell provide her with a wealth of experiences both in consulting and in business.
She has worked with a wide array of clients such as Lexus, Tailored Brands, Starwood Vacation Network, Limited Group, Inc, Vision Service Plan, Hay House, Xanterra Parks and Resorts, Copart, Orbitz, Luxottica, Syngenta, Allergan, EDS, Kaiser Permanente, SutterConnect, Sprint, Pacific Telesis, Sony, Stanford University, Oracle, Blue Shield of California, Sprint, Lincoln-Mercury, Wells Fargo, Overstock.com, Bluefly.com , Bank of Turkey, KBC Banking Group, Dogus Corporation, Aspect, Hewlett-Packard, USPS, Royal Caribbean International and Bank of the West.
Valerie has a B.S. in Marketing as well as an MBA from the University of Southern California.