He has more than 20 years of experience in customer experience innovation to drive engagement and create growth across a holistic omnichannel ecosystem.
Throughout his career, James has thought holistically and expansively about the experiences that surround a product or service, taking a broader view of consumers' lives to define a forward looking vision for the future — from evolution to disruption — to maintain brand vitality, competitively differentiate and define an ecosystem of value creating growth.
He is an expert in design thinking and agile methodologies, as well as applying principles of behavioral science and human-centered design to support consumer decision hierarchies. Additional focus areas include quantitative and qualitative consumer insights and user testing, customer experience mapping and touchpoint prioritization.
James has a Bachelor of Arts degree in Industrial Design and minor in Psychology from Carnegie Mellon University.
- “Breakthrough Design for a Better Customer Experience and Better Economics,” Brief, June 2018