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Christine Wright is Founder and President of Customer Contact
Insights, Inc. Christine has over 25 years of diverse industry experience
consulting with clients in the areas of Marketing Research, Database
Marketing, and Customer Relationship Management; using a
multi-disciplinary approach to strategy planning, research and
analysis and tactical execution of CRM/Loyalty programs and
applications.
CCI is also a coalition partner and member of the
Allegiant Group, a customer loyalty consulting company
headquartered in Cincinnati, Ohio.
Fortune 500 Experience
Prior to founding CCI, Christine held a variety of executive
management roles, principally within two Fortune 500 companies,
Sprint and Convergys Corporation.
At both Sprint and Convergys, Christine was responsible for
launching and managing the analytical consulting business units
within each of these organizations. In addition to her management
responsibilities, Christine also developed a number of proprietary
methodologies and processes that she has used over the years to
consult with clients in establishing their CRM strategy and
implementation path. These approaches pull from the core disciplines
and principles of Loyalty Marketing and Behavioral Research,
Business Process Improvement, and Customer Contact Management.
Developed Patent for Customer Churn
In 2002, While at Convergys, Christine developed a patent for
managing Customer Churn, which encompasses the technology and
process components for managing the entire lifecycle of a customer.
Her approach, while initially designed for the Communications
industry can be applied to virtually any business vertical or
customer situation.
Wide Range of Client and Industry Experience
In addition to her experience in Executive Management, Christine
has always taken an active role in consulting directly with clients.
Over the course of her career, she has worked with a variety of
companies including:
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Telecom |
Cable/Broadband |
Financial
Services |
Technology |
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Sprint |
Comcast |
Wells Fargo |
Microsoft |
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AT&T |
Direct TV |
American Express |
Cisco |
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MCI |
AOL |
Capital One |
Dell |
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Bell South |
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Household
Financial |
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SBC |
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Discover Card |
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“Most of my work with clients has been focused on helping them to
increase the lifetime value of their customer base, while attempting
to reduce or more effectively allocate the cost of managing those
relationships.”
Education and Professional Development
Christine is a graduate of the University of Kansas with an MS in
the area of Marketing Research and a BS/BA in the areas of Business
Administration and English Literature.
Christine is currently an advisory board member of numerous
corporate and professional trade organizations.. Christine has been
a featured speaker at Purdue University’s Call Center Campus
Conferences as well as many other CRM trade conferences and
workshops. Recently, she appeared as a panel expert on a
publicly broadcasted educational series put on by “The Entrepreneur
University”, about managing the customer relationship.
Over the years she has also authored several white papers and
articles and most recently has published a white paper in
conjunction with The Allegiant Group, called “Choreographing the
Customer Experience.”
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Christine E. Wright,
CEO-President, Customer Contact Insights, Inc., 20500 Chalk Rd.,
Milan, IN 47031, (513) 313-0748
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