VETERAN CUSTOMER EXPERIENCE EXPERT, JAMES WRIGHT, JOINS BAIN & COMPANY

New York – Nov. 28 – James Wright, an expert in customer experience, joins Bain & Company as Executive Vice President, Experience Innovation. In this role, Wright will work with Bain’s clients to drive engagement, increase brand loyalty, and generate value-creating growth across a holistic customer experience ecosystem. He is based in the firm’s New York office.

Complex shopper behavior has created new challenges for many B2C and B2B companies. Yet, these same challenges also open new routes to profitable growth. Wright will work closely with Bain’s Customer Strategy & Marketing, Retail, and Digital practices to help clients build innovative customer and employee experiences. His work has included redesigning the customer experience for a number of retailers, developing new concepts for major restaurant chains, and improving the performance of consumer product brands.

“Technology is rapidly and radically changing customer expectations,” said Gerard du Toit, who leads Bain’s global Customer Experience capability. “The companies that want to win in this environment must deeply understand customer needs and wants, meet them in new and innovative ways, and connect with them on an emotional level in a manner that resonates with their brand. I am confident that James’ deep understanding of consumer behavior and the possibilities of digital will be a terrific asset to our clients looking to differentiate in customer experience and build leading brands.”

Wright has more than 20 years of experience working with the senior leadership of Fortune 500 B2B and B2C companies to navigate shifting consumer dynamics and uncover innovation opportunities beyond the current business. He brings a design thinking approach grounded in the principles of behavioral science, and deep knowledge of graphic, architectural and user experience design.

“I’m excited to join Bain and work with an esteemed group of industry experts, who understand the importance of customer experience and the role design plays in creating business impact,” said Wright. “Together, we’ll help clients own a greater share of the market, command price premiums, and increase their promoter base through deeper, more meaningful relationships with customers.

Prior to joining Bain, Wright was a senior partner at Lippincott, a creative consultancy with services in brand strategy, design, innovation and culture change.

He holds a B.A. in industrial design from Carnegie Mellon University.

Editor's Note: To arrange an interview, contact Dan Pinkney at dan.pinkney@bain.com or +1 646 562 8102

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