Bradley Hughes

Experienced leader of marketing and customer experience teams skilled at pinpointing the right opportunities to improve customer journeys, match products to customer needs and maximize revenue. Customer Experience | Marketing Email: [email protected] Leading cross-functional efforts to reduce churn and increase revenue by delivering outstanding customer experiences. Maximizing success by skillfully weaving together a holistic customer view, including what customers tell us (research), what customers do (data analytics), and what customers experience (journey maps). Proven ability to build and direct teams of researchers and customer experience experts. Designing best-in-class voice of the customer (VOC) programs involving sampling, surveys, dashboards, and closed loop systems. Possess in-depth knowledge of customer experience measures like NPS, CES and CSAT. Able to craft and present compelling stories to diverse audiences for the purposes of education, securing investments, and driving action. Skilled at prioritizing initiatives to generate the biggest improvements in satisfaction and loyalty of varied customer segments. ACCOMPLISHMENTS - Established CX disciplines at multiple fortune 500 firms - Integrated different research programs, improving efficiencies and saving over $1M; awarded "Big Cheese" honor by EVP - Built up a research practice spanning millions of customers - Developed and delivered training across the country to educate employees on what drives loyalty and how they impact it, driving the "customer focused company" score up 25%; received the highly coveted Chairman's Quality Award Please contact me at 720-951-7550 if you have any questions. I look forward to hearing from you.