Jacqueline Vose, Senior Advisor, Client Experience for Greenwich Associates, is responsible for developing the strategic direction for the Firm’s Client Experience Management sector through product development, client engagement and internal operations. Formerly, Jackie was the former Head of U.S. Customer Experience at TD Bank where she led the 25,000 US employees to reach record-high loyalty metrics in both frontline and support teams. Jackie also managed the problem resolution division and oversaw corporate culture. Prior to TD, Jackie oversaw the retail operations for a top 50 bank including 200 branches, multiple contact centers, mobile and online banking. There she facilitated 11 mergers and acquisitions, developing an understanding of the critical focus an organization needs on change management. Less   View all posts

Ronald Balmer, Principal, joined the Firm in 2006 and is a recognized expert in the fields of Customer and Employee Loyalty. Ron has led customer and employee loyalty initiatives at dozens of organizations, including Federal Express, The Ritz Carlton Hotel Company, Mars, Wachovia, Bank of America, Eastman, and MCI/Verizon. Prior to joining the Firm, Ron was a Managing Partner at The Gallup Organization. Less   View all posts