UK Customer Experience Awards finalist Confirmit has announced a new Principal Director of CX Consulting.
Howard Lax (pictured below) is a former Vice President, Customer Experience Practice Lead for Directions Research and held consulting roles with Kantar TNS, Harris Interactive, ORC and GfK Custom Research. He holds a PhD in Political Science from The Graduate Center, City University of New York.
With more than 20 years of consulting experience, Lax has a deep background in Customer Experience, Market Research, and employee engagement strategy. He has supplier and client-side experience in B2B and B2C space in industries like technology, financial services, retail, automotive, and hospitality.
In his role, Mr Lax will support clients in their efforts to design, develop, and implement their Customer Experience vision.
He said: “I am eager to bring a new perspective to the table, leveraging my experience and Confirmit’s wide array of services to help drive real change and better business outcomes for customers. In my experience, emotions are the driver behind the attachment a customer feels for a business. Driving a premium customer experience solidifies these relationships, and great technology is a critical enabler in this process.”
Chris Brown, Vice President of Global Consulting at Confirmit, added: “Adding a highly knowledgeable industry veteran to our team solidifies our commitment to providing our clients with access to talented consultants that can help their CX programmes drive real business success. Our consulting services ensure our technology can drive real insight and change. Howard’s expertise in customer and employee experience will help our customers further leverage our solutions to differentiate themselves from competitors.”