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Executing Flawless Fulfillment to Differentiate Your E-commerce Business
3 Safe Ways to Test Bots in Your Call Centers
3 Simple Steps to Start Your Social Selling Journey
Customer Experience Nightmares, What Keeps Streamers Awake at Night? - Part 3
Customer Experience Nightmares, What Keeps Streamers Awake at Night? - Part 2
Customer Experience Nightmares, What Keeps Streamers Awake at Night? - Part 1
Field notes on Managed Marketing Services
Seven Key Considerations to Achieve Customer Satisfaction in Streaming Services
5 Myths of Outsourcing Customer Care
8 Things You Should Know About Your Automotive Customer
Reap the Rewards of Understanding Your Credit Card Customer's Journeys With These Key Points
How to Succeed Against Robo-Advisors: Serve the Human
Aaron is VP, Global Strategic Accounts at Harte Hanks. For 18+ years, Aaron has been building integrated direct marketing solutions for global B2B firms. He's had the pleasure of working with top technology and manufacturing brands building solutions that support their needs and successfully deliver their desired results.
With over 25 years’ industry experience, Alan’s been leading award-winning integrated agency creative departments since 2006. He possesses extensive sector knowledge and is a master of the complete creative process – from brand creation to lead generation.
He promotes his passion for big thinking and ‘ideas first, channels second’ mentality within his teams, by always looking for ways to encourage disruptive and brave creative decisions from his clients. Involved in all of Harte Hanks’ creative relationships with global brands including Samsung, Progressive, Bank of America and Sony, Alan loves creating ground-breaking content that wins awards and drives ROI.
Putting his decade of experience in B2B and B2C marketing to good use, Alex realizes integrated, metric-driven marketing strategies that boost sales and deliver impressive ROI across verticals. From buyer journey definition and demand generation to personas and marketing automation, he thrives on developing effective solutions, cementing strong relationships and growing profit with a pragmatic, customer-focused approach. Sports mad, Alex loves the NFL, the NBA and just about every other sport. In fact, he often leverages the power of data and analytics to manage his Fantasty Football teams more effectively…
As EVP, Contact Centers & CHRO, Andrew shares responsibility for leading Harte Hanks operations and is directly responsible for Customer Experience Support, delivering customer support, demand generation, and back office marketing services to some of the world’s best-loved brands. With almost 20 years at the company, Andrew brings a well-rounded perspective on the business and approach to leadership.
Tony Ulwick is the pioneer of jobs-to-be-done theory, the inventor of the Outcome-Driven Innovation® (ODI) process, and the founder of the strategy and innovation consulting firm Strategyn. He is the author of “What Customers Want” (McGraw-Hill) and numerous articles in Harvard Business Review and Sloan Management Review.
Anubhav leads Wipro’s Connected Customer Experience business delivering services across marketing, sales, commerce, digitization, automation, API, modernization, mobility and user experience in the Americas. He also manages the mobility and UX engineering practice globally. With over 20 years of experience in building software, Anubhav has contributed to innovative and award-winning programs around digital transformation and customer experience. He is passionate about conversational bots and supports clients in adopting them as part of their transformation initiatives..
As a Director in Harte Hanks' Consulting Services Practice, Asha helps to spearhead CMO advisory engagements ranging from Outcome-Driven-Innovation efforts to go-to-market strategy work to marketing automation and lead generation work. She is an accomplished management consulting professional with deep experience in the Healthcare, Insurance, Health & Wellness, CPG, Telecom and IT Services industries.
Creating content that captures the audiences’ attention and helps brands engage people in the most powerful ways – that’s Candi’s job. Leading the copywriting fold in our Bristol creative team, this Senior Copywriter is as enthusiastic about conjuring up big, bang-on-brief ideas as she is writing thought leadership articles and creating snappy but super effective social posts.
From crafting concepts to polishing paragraphs, she prides herself on getting to the heart of even the most complex topics to make sure every piece of copy shines. When she’s not waging the war against boring content, you can probably find her adding to her ever-blossoming stationary collection, cooking up a storm in the kitchen or testing our her recent wine qualification.
Katie Sweet is Content Marketing Manager at Evergage, focused on crafting relevant content and maintaining the Evergage blog. When Katie isn’t meeting challenging deadlines, chasing blog contributors, and driving content at Evergage, she is constantly reading, homebrewing, traveling, and trying adventurous foods.
Chris is our Head of Privacy at Harte Hanks. Focused on privacy management frameworks designed to support privacy and enable informed business decisions in dynamic environments, Chris helps firms to design, implement, manage and optimize their information security.
As Head of Analytics, Consumer Brands at Harte Hanks, Dan’s focus is on analytic leadership and consultative design of customer-centric solutions. He helps brands understand the power of data, as well as how insights can be actionable and impact omnichannel marketing strategies and programs.
As SVP of Client Services, David’s role is to oversee client relationships and the disciplines of the agency that drive them. He builds cross functional working teams to deliver against the individual needs of each client, and he plays a hands-on role in on-boarding new clients to ensure that the foundations are in place for a successful working relationship. David boasts 18+ years of experience in both client-side and agency positions, leading teams to deliver cross-channel campaigns for B2B and B2C brands—locally and globally.
David is founder and CEO of 3Q Digital, Harte Hanks’ digital marketing agency. Prior to 3Q Digital, he held senior marketing roles at several Internet companies, including Rentals.com, FindLaw, Adteractive, and Mercantila. David currently serves on advisory boards for several companies, including Marin Software, MediaBoost, Mediacause, and a stealth travel start-up.
DeShelia is an award-winning digital marketing strategist with over 12 years of expertise in go-to-market planning, persona development, customer engagement, content strategy, search, analytics, sales enablement and social media for B2B organizations. Her innovative approach to solving complex marketing challenges has delivered powerful results for her clients and garnered the respect of her peers. DeShelia’s unique background in tech, healthcare, and consumer marketing provides a great blend of interactive digital marketing and innovative business technology.
Elizabeth is Senior Marketing Manager at Usermind, where she manages digital, creative, and events. Prior to Usermind, she managed marketing communications and brand strategy at PitchBook Data, Moz, and zulily.
Frank Grillo, former Harte Hanks CMO, brought creativity and an emphasis on customer centricity to the Harte Hanks brand. With more than 25 years of sales and marketing experience, Frank has helped many brands expand and transition their marketing strategies through periods of significant change, innovation and disruption in the marketplace. He was laser-focused on two critical needs—defining solutions for digital and data, and raising the Harte Hanks profile with external audiences like media, analysts and investors.
Greg Costello is a copywriter, associate creative director, husband, father, Brooklynite, bounty hunter, crossword puzzle solver, and one of those is a lie. If you have any projects that will allow him to write and compose a jingle, please reach out.
Heather Curtis, Marketing Automation Analyst, has 10 years of marketing experience across a wide range of industries including legal, pharmaceutical, and technology. She is passionate about helping clients take their marketing efforts to the next level with digital and automated tactics for fully integrated results-driven campaigns. She also enjoys craft beer and running half marathon races around the world. Follow her on Twitter @HeatherMktg
Iain is a copywriter at Harte Hanks and a specialist in creating compelling and engaging copy and content to helps businesses communicate their brand, products and services.
As Marketing Services Manager, Ioana has more than 12 years experience in making sense of customer data and trying to figure out the context in which businesses can thrive. Amongst other things, Ioana specializes in transforming social conversation into actionable insights for large B2B tech clients, providing value through new and innovative ideas of doing business.
As Vice President, Marketing Strategy at Harte Hanks, JD has a consistent record of creating and executing marketing strategies that achieve industry-leading performance. For example, he has launched integrated campaigns that increased customer share of wallet by over $300 million. He has achieved customer retention 6.1% above industry peers by creating an automated one-to-one omnichannel new customer onboarding program. And JD has led the development, creation, and launch of customer loyalty CRM programs that consistently produced results 79% above industry average. He currently specializes in marketing in the financial services industry.
Jennifer brings 13+ years of marketing and product management/innovation experience to Harte Hanks. As Director of Innovation and Growth, Jennifer leads the positioning of Harte Hanks' marketing technology solutions—which includes the modernization of our customer data, data management, and advanced analytics platforms..
John is Baker Foundation Professor of Business Administration at Harvard Business School. He is an authority on consumer behavior and marketing, with a focus on digital and direct marketing. John is the former director of the Journal of Interactive Marketing and is currently developing a course on Big Data in Marketing. He founded the HBS Digital Marketing program and taught Digital Marketing Strategy. His research on marketing management and consumer behavior has been published in a variety of journals (for example, the Journal of Consumer Research and the Harvard Business Review). John has a Ph.D. in Marketing from the Wharton School, University of Pennsylvania and an MBA from the University of Cape Town.
Jon Dome, VP of Marketing, specializes in marketing strategy and customer experience management. He has a strong track record building and sustaining high performance client satisfaction teams. Jon leverages the Jobs-to-be-Done methodologies popularized by Tony Ulwick and Clayton Christensen to underpin new frameworks for marketers to optimize buyer’s journeys. A motivational team leader and an articulate communicator, Jon has a talent for driving customer-centric cultures.
Jon is a Senior Business Director at Harte Hanks and is located in our Uxbridge, UK location. He has over 20 years of experience working with global B2B clients to build pipeline and drive sales through multichannel marketing programs. With expertise in the B2B technology sector, Jon is a results-focused, strategic thinker that specializes in designing and executing integrated, metric-driven sales and marketing strategies that deliver ROI.
Karen served as CEO of Harte Hanks from 2015 to 2018 and served as one of the company’s directors for nine years. She also brought nearly 15 years of COO and president experience in the telecom, cloud and managed services industries in both consumer and business segments, stemming from her time at CenturyLink, Inc. During her tenure there, she was instrumental in leading the company’s transformation from a local telephone business to an industry leader in advanced communications services, and driving revenue growth from $1.5 billion to more than $18 billion. Karen has a proven track record of successfully growing a company both organically and through acquisitions (she’s overseen 15 of them) and in navigating a business through shifts in industry dynamics.
Karl Hellman is a new breed of consultant, speaker, and writer, combining fascinating “real life” marketing stories with powerful principles of marketing. Karl’s astuteness and humor quickly engage his clients and audiences, and he is a sought-after speaker and guest lecturer. He has been a guest teacher and speaker in corporate settings, as well as at a number of colleges and universities. He earned his Doctorate in Business Administration at Georgia State University, where his dissertation topic was “Optimizing Investment in Different Levels of Key Account Relationships.
Karl is the founder and president of Resultrek, a global marketing and sales consulting, training and coaching firm dedicated to creating great marketers and sales people. In his practice he incorporates the principles and best practices outlined in 'The Customer Learning Curve', his dissertation, and other writings to help marketers collaborate with sales, operations, and customers to create and capture value.
As Vice President of Digital Engagement at Harte Hanks, Kate is passionate about creating experiences and products that keep pace with evolving customer needs and deepen brand engagement and advocacy. Kate also specializes in helping firms identify emerging channels through which consumers want to engage.
Kevin's expertise lies in developing innovative digital and email marketing strategies across the retail/eCommerce, CPG, sports/entertainment and financial verticals. He boasts 15+ years of experience in strategic planning, email marketing optimization, marketing operations, and client success.
As Chief Data and Analytics Officer for Harte Hanks, Korey Thurber manages ideation, development & delivery for customer analytics and data solutions. With more than 20 years of experience managing large international teams of data scientists, analysts & data solutions providers, Korey has helped many brands to successfully adapt & integrate analytics to develop, execute and optimize marketing strategies across diverse online and offline media. His extensive knowledge & experience has made him a valuable asset for many clients across multiple industry verticals including Financial Services, Wealth Management, Retail/CPG and Non-Profit.
Kylie is an innovative, goal-oriented Marketing Segment Manager for Financial Services. She has over five years of marketing experience in financial services, mental health and recruiting. She enjoys the unique challenges of financial services marketing, including compliance and regulatory requirements and the ever-evolving technological advancements. Kylie has a BA and BS from Arizona state and has completed several graduate-level courses in marketing and finance. Fun fact: Kylie grew up in her dad’s insurance office and recently married a financial advisor—she just can’t get away from the industry!;
Kylie is an innovative, goal-oriented Marketing Segment Manager for Financial Services. She has over five years of marketing experience in financial services, mental health and recruiting. She enjoys the unique challenges of financial services marketing, including compliance and regulatory requirements and the ever-evolving technological advancements. Kylie has a BA and BS from Arizona state and has completed several graduate-level courses in marketing and finance. Fun fact: Kylie grew up in her dad’s insurance office and recently married a financial advisor—she just can’t get away from the industry!.
As Director Business Development, Lane works with clients in financial services and insurance markets to understand and meet their marketing needs. Lane brings value to the table by asking the right questions of—and listening to—his clients, empowering them to interact contextually with their own customers, through direct and digital channels.
Laura Watson, Director of Strategy, has 16 years of marketing strategy experience in the financial services industry, managing direct and digital marketing teams. Passionate about integrated, omnichannel marketing, Laura combines strategic insight with results-driven methodology to help clients prove the incremental value of their marketing efforts. In her spare time, she enjoys helping with her family’s winery and fifth generation maple syrup business.
Marla Schilling, Marketing Manager, focuses on digital marketing, demand generation and marketing communications. She earned her BS at Ithaca College, with studies in Health Sciences and her Master’s at the University of Northern Colorado, with studies in Exercise Physiology.
As Vice President of Solution Sales at Harte Hanks, Matt uses his 20 years of experience in fulfillment operations to manage and evaluate fulfillment operations and market solutions. He is responsible for business strategy and consulting, and developing strategic plans for multi-site distribution of literature and product sample programs. Matt's expertise extends to unit management, digital printing and print-on-demand, small package shipping and all aspects of warehouse and fulfillment operations.
Michael is a Denver-based content writer for Harte Hanks specializing in marketing copywriting, editing and design. His hobbies include music, travel, film and reading.
Michele Fitzpatrick, Vice President, Consulting, is an experienced relationship marketing strategist and customer experience consultant. Her focus is helping major brands to better understand and connect with consumers throughout the buyer journey and across the customer lifecycle. Michele has 20+ years of experience improving customer relevance and engagement to deliver brand impact for retail, consumer brands, automotive, financial services, insurance, pharmaceuticals and associations.
As the SVP of Marketing Technology, Mike leads the delivery of our marketing services to our clients. He brings over 20 years of experience leading CRM, as well as direct and digital marketing programs that deliver results. Mike has held both agency and client-side roles, allowing him to understand and cater to the challenges each partner faces.
Mike has been part of the Harte Hanks team since 2013 and has held roles in sales and account management, including leading the consumer and automotive verticals. He is passionate about helping brands master the technology and develop the capabilities necessary to deliver groundbreaking digital marketing.
Born in Valencia, Spain, Natalia moved North East to Belgium after gaining her Master’s degree in Audiovisual Communication and she’s been working her magic in our Hasselt office since 1998.
After spending the first four years managing several multichannel marketing programs for a range of technology companies, Natalia redirected her career towards the pharmaceutical vertical. She now works closely with her clients to implement and deliver international omnichannel in the areas of patient support and clinical trials.
As a Senior Consultant in Harte Hanks' Consulting Services Practice, Natasha helps drive client ROI through customer experience efforts, voice-of-the-customer work and customer journey diagnostics. Natasha also has experience working in healthcare, IT Services, food and beverage, and non-profit sectors, where she has spearheaded marketing automation, social media strategy and web analytics efforts.
Nick works in Social Media Intelligence at Harte Hanks and is responsible for providing social media listening and analytics, identifying and tracking emerging trends and threats, crafting recommendations to further business goals based on social data, and more
Nicole Bump, Director of Content Marketing, is responsible for developing the Harte Hanks content strategy, bringing this strategy to life through the editorial board, generating much of the company's content and managing the Harte Hanks social presence. A writer at heart, Nicole also enjoys evaluating ways in which new technologies can enable better content production, distribution and measurement.
Paula is VP of content marketing and programs at Evergage, responsible for driving thought leadership, brand awareness and conversions. She has 25 years of experience developing and managing content marketing and go-to-market strategies at leading tech firms including Brainshark, Salary.com Dragon Systems and Lotus Development. Paula earned an MBA from Babson College and a BS in management from Boston College.
Rich Romig is Executive Creative Director at Harte Hanks. Rich has over 22 years of experience in direct-response, general and healthcare advertising, with a special focus on CRM and eCRM for many top U.S. brands. He has worked on relationship marketing programs for well-known clients such as Mazda, Procter & Gamble, Ortho-McNeil, Horizon Blue Cross Blue Shield of New Jersey, and Johnson & Johnson.
In his 25+ years in the customer services industries, Rusty has been involved in all aspects of direct marketing and customer management. He is currently responsible for client management for all contact center programs at Harte Hanks. He has a broad array of customer experiences, including traditional customer support, multichannel support (including social support programs), lead management and web-based initiatives for clients like Samsung, Microsoft, Major League Baseball, HBO and Barnes & Nobel.
Ryan Moats, Consumer and Retail Segment Manager, has over 12 years of connecting people and brands within the retail and consumer brands industries. He is responsible for planning, development and implementation of marketing strategies, marketing communications and customer journey activities designed to increase sales and brand awareness for clients in these industries.
Sam Kwietniak specializes in alchemizing the alphabet. His work has been published in cocktail menus, design magazines, home improvement stores, commuter trains, airwaves, and inboxes around the world. A proud citizen of Philadelphia, he enjoys life, liberty and the pursuit of fine chocolate.
Scott serves as head of Digital Delivery at Harte Hanks and is a 20-year passionate veteran of the digital marketing and business consulting space. In his role, Scott oversees the global marketing platform teams, including Salesforce Marketing Cloud, Adobe Marketing Cloud, Eloqua, and Marketo. Scott also provides thought leadership and guidance on highly successful implementations of our digital marketing solutions, helping our clients to become best-in-class digital marketing organizations. Prior to Harte Hanks, Scott worked for top agencies and startups in the space, including Sapient | Razorfish, and TMi (McCann Erickson) to support fortune 500 Brands’ digital transformations. He has also served as an advisor to technology firms including Salesforce Marketing Cloud (ExactTarget).
Working in the center of the creative problem solving process, Simon helps brands untangle complex digital, marketing and business challenges. He achieves this through the development of leading strategies that shape sophisticated creative ideas.
His background is as impressive as his strategic expertise: Simon has worked with both Consumer and B2B clients across a number of verticals including products, telco, and media & high tech. He’s an advocate of innovative and results-driven marketing, and is currently exploring the effect of disruptive technologies on the marketing agenda with leading brands.
Stacey joined the Harte Hanks Bristol team as an Account Executive and it wasn’t long before her calm-under-pressure ethos and project delivery skills earned her a promotion. Working across a number of key clients, Stacey’s role focuses on working with the team to smoothly deliver work that meets and exceeds clients’ needs.
Her breadth of experience in creative delivery spans from multi-touch email campaigns to awe-inspiring video production. She’s also a longstanding member of the social team and, subsequently, an expert in organizing pirate boat trips Christmas parties and other fun activities for the team.
Stacey Green, Head of Solution Services for Contact Center, leads a team dedicated to applying technology to create smarter interactions for our customers. She specializes in interaction optimization, deflection and multi channel customer support. This includes deploying, configuring, enhancing and integrating contact center technology across phone, web, video, chat, email, sms and social channels.;
Steve Acuna, VP of Segment Marketing, specializes in go-to-market strategy and has been instrumental in developing Harte Hanks’ Game Board approach to market segmentation. He and his team are responsible for determining Harte Hanks target segments and developing and executing on strategic plans to reach these segments. Prior to Harte Hanks, Steve has been integral to developing market strategy at CenturyLink and Cypress Communications.
Tej is a Marketing Campaign Director at Harte Hanks and leads cross-functional teams to plan and implement omnichannel direct marketing campaign engagements. With over 17 years of experience, Tej specializes in enterprise marketing management (EMM) platforms, such as cross-channel campaign management, real-time offer management, customer life cycle/behavioral and business rules-driven trigger management.
Terry Arnold, Senior Director and Solution Consultant, has extensive experience guiding customers in the design and development of inbound and outbound contact center programs in a wide range B2B and B2C markets. With over 28 years of experience in the development, execution and management of integrated direct marketing programs, Terry has filled an ever-widening array of roles related to managing customer engagements.
Thea is a results-driven marketing leader with a history of integrating digital solutions with traditional experiential, and engagement marketing. She boasts an impressive record of acquiring new clients, exceeding new and existing client expectations, and positively impacting return on marketing investment. Thea's expertise lies in the financial services industry, encompassing B2B and B2C within banking, insurance and investment.
Walt Ruday, Project Management Leader, has more than 15 years of experience managing large scale tactics in digital delivery and information technology. His areas of expertise include cross-functional leadership, business analysis, digital strategy, multichannel marketing, UX design and data analytics, and his industry expertise lies in the healthcare & pharma, entertainment, travel, B2B/B2C and non-profit. Walt’s passion is leading skilled, collaborative teams to strategize and execute ground-breaking solutions that drive powerful business results.
As Vice President of Marketing Strategy, Zach designs, executes, and optimizes highly-effective marketing efforts on behalf of marquee clients in automotive, consumer electronics, CPG, healthcare (DTC pharmaceutical, medical device, managed care) and non-profit/membership organizations.
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