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Our Team
Customer Centricity Principals
 

Craig Bailey

Craig is the founder and president of Customer Centricity and an expert in creating customer-focused organizations.

 

Michael Bracken
Mike is an accomplished project and program manager who has extensive experience in delivering technology solutions to both internal support and external customers.

 

Caesar Gonzaga
Caesar is a proven customer service leader with over 17 years of experience as a technical contributor, manager of customer service personnel, and business leader for key operational and strategic initiatives within corporate and field organizations.

 

Rizwan Kirmani

As a Senior Manager with Deloitte Consulting, and later as a Principal Consultant at CCI, Rizwan has extensive experience working with executive management to identify emerging technologies that enable his clients to obtain a competitive advantage in the marketplace.

 

Rick Stinchfield

Rick Stinchfield is an independent consultant with more than 25 years of experience in all phases of organizational management and business development.

 

Bill Tobin

Bill brings over 20 years of proven customer support leadership experience to his clients. He has specialized expertise in creating contact center environments and deriving operational efficiencies in support organizations through process redesign.

 

Lauren Weiss

Lauren is a business executive with experience in operations management, process/systems development and strategic planning in the high-technology industry.
 

Joe Zarate

Joe is an IT professional consultant focused on project management.  He is a proven manager and team builder with the ability to establish and develop productive working relationships and deliver innovative solutions to complex business problems on-time and under budget.   

 

Customer Centricity Associates
 

Tim Althof

Tim Althof is an experienced financial leader.  He has been CFO and also held other senior Finance roles in leading public and private companies.  As part of senior executive teams, he helped set vision, strategy, and direction.  

 

Patrick Bogan

Patrick has extensive project management experience, specializing in helping clients plan for, select, and implement software solutions for Customer Service Organizations.

 

Jim Faber
Jim specializes in Service Management on a global executive level with a broad range of experience and proven leadership skills in customer service program development and execution.

 

Greg Fitzgerald
Greg launched FCI to help companies design, implement and extract maximum value from customer data. Whether it is trying to define the right research for the fuzzy front end of product development, data mining CRMs or helping management teams with prioritizing which projects to move forward with, he works with cross functional teams to drive informed consensus and a shared vision of the tasks that need to be executed.

 

Paul Floyd
Paul Floyd is a technology operating executive with extensive international leadership experience and a track record for achieving rapid product and service growth on a global scale.

 

Michael Hanninen
Mike is a seasoned software vendor executive with more than 20 years of experience in the IT industry in various roles including project management, development, technical support and consulting. He is considered a trusted advisor by his clients while delivering on system implementations including process and efficiency improvements.

 

Jay Hoitt
Jay is a professional consultant with extensive experience as a program manager, project manager and senior business analyst across a wide spectrum of CRM, ERP, back office and software development projects.

 

Kurt Jensen
Kurt is a seasoned operational manager who bridges the gap between customer support requirements and the operational and organizational efficiencies required to deliver overall customer profitability and satisfaction.

Harrison Kross
Harrison Kross is an experienced Principal Program Manager with over 10 years experience in Financial/Banking applications and systems. He has over 18 years experience in Program/Regional management on four continents Harrison is also an ITIL Framework & SDLC Project Methodology expert. 

 

Steven Larsen
Steven Larsen is an expert at leading change, establishing and growing organizations, and improving business performance and profitability. Stevenís strong background in business, technology, and services results from 20 years of diverse leadership experience in start-up, high technology, and software businesses. 

 

 

Amy Lozano
Amy is a proven project management professional with over 15 years experience managing and working with business, technical and network operations, information systems, and software development staff to implement projects.

 

Frank McComb

Frank is a Manufacturing Operations Executive with proven leadership in growing profits and sales through operational excellence. He has a record of building manufacturing operations that create competitive advantages.

 

Customer Centricity International Affiliates
 

Europe

 

Safari GmbH

Safari GmbH is a management consulting company who helps companies "rethink" their products and processes.  Safari is specialized on transition phase, mainly focusing on changes within the product portfolio, and within the organizational structure of business processes.  Safari also provides Customer Centricity clients with local resources utilizing the same time-proven methodologies they have come to expect.

 

 

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Embarking on the Journey to Customer Centricity? If so, see our resource section for tools and articles to help you get started.

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Avoid the pitfalls of CRM deployments.  Learn from the mistakes of those that came before you in this informative whitepaper.

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