Darci Darnell is the head of our global and Americas Customer practice and an active member of our Financial Services and Strategy practices.
Darci has nearly two decades of management consulting experience.
She works with clients across a range of industries to address customer strategy and marketing topics, with particular expertise in customer retention strategy, NPS® and employee engagement. She has also led work across various topics in B2B, including segmentation, product line strategy, hothouse prototyping and business unit strategy.
"When companies have employees who are engaged—who are eager to put their discretionary energy, creativity, and enthusiasm to work—the companies grow faster."
Within the financial services industry, Darci advises clients in the payments, banking, insurance, consumer lending, credit cards and mortgage lending sectors. She has worked with clients in a range of additional industries, including consumer products, healthcare and technology. She regularly provides expert advice on the changing economic and regulatory landscape and its impact on corporate and business unit strategy in financial services. She also has extensive experience in merger integration, customer experience and loyalty and performance improvement. She co-wrote Winning on Purpose: The Unbeatable Strategy of Loving Customers, with Maureen Burns and Fred Reichheld.
In addition, Darci is a leader of our gender parity initiatives and sits on our Global Women's Leadership Council. She regularly speaks and participates in women's networking events.
Darci has worked in our London, San Francisco and New York offices. Prior to joining us in 2000, she was a principal consultant for another global firm across North America and Asia, notably South Korea. She also worked in the Office of the Chairman for Dell.
Apart from work, she is an active investor in the fitness and technology services industries.
Darci holds an MBA from The Tuck School at Dartmouth College, as well as a B.S. in Business Administration, with honors, from Washington University in St. Louis.
She passed the CPA exam in 1995.