Ann Gougebas
Customer Experience Research, CCXP at Heart of the Customer, LLC- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Greg Prussman
Ann is a champion of change and leads courageously. She carries credibility with leaders across an organization. She continuously demonstrates competency with her strength and ability to relentlessly drive an organization to shift in becoming and being customer focused. As her manger I had the privilege of hearing several leaders provide unsolicited, positive comments to myself about her performance. Ann’s work has entrenched the belief and philosophy of truly understanding customer needs and translating them into action and operationalizing them across the organization. Ann is an outstanding employee who is self-directed, relentless and committed to improving the customer experience. She is a strong collaborator, team builder and a well-respected leader.
Gary LaFine
I have worked with Ann Gougebas in small projects for several years when she way a Six Sigma BB and Channel Manager. She has always been professional, helpful, insightful and responsive to my needs and inquiries for support. In 2015, I worked extensively with Ann in her Customer Support Excellence leadership role. Specifically, I had a major customer who was experiencing significant disappointments with our company and Ann guided me to use
Greg Prussman
Ann is a champion of change and leads courageously. She carries credibility with leaders across an organization. She continuously demonstrates competency with her strength and ability to relentlessly drive an organization to shift in becoming and being customer focused. As her manger I had the privilege of hearing several leaders provide unsolicited, positive comments to myself about her performance. Ann’s work has entrenched the belief and philosophy of truly understanding customer needs and translating them into action and operationalizing them across the organization. Ann is an outstanding employee who is self-directed, relentless and committed to improving the customer experience. She is a strong collaborator, team builder and a well-respected leader.
Gary LaFine
I have worked with Ann Gougebas in small projects for several years when she way a Six Sigma BB and Channel Manager. She has always been professional, helpful, insightful and responsive to my needs and inquiries for support. In 2015, I worked extensively with Ann in her Customer Support Excellence leadership role. Specifically, I had a major customer who was experiencing significant disappointments with our company and Ann guided me to use
Greg Prussman
Ann is a champion of change and leads courageously. She carries credibility with leaders across an organization. She continuously demonstrates competency with her strength and ability to relentlessly drive an organization to shift in becoming and being customer focused. As her manger I had the privilege of hearing several leaders provide unsolicited, positive comments to myself about her performance. Ann’s work has entrenched the belief and philosophy of truly understanding customer needs and translating them into action and operationalizing them across the organization. Ann is an outstanding employee who is self-directed, relentless and committed to improving the customer experience. She is a strong collaborator, team builder and a well-respected leader.
Gary LaFine
I have worked with Ann Gougebas in small projects for several years when she way a Six Sigma BB and Channel Manager. She has always been professional, helpful, insightful and responsive to my needs and inquiries for support. In 2015, I worked extensively with Ann in her Customer Support Excellence leadership role. Specifically, I had a major customer who was experiencing significant disappointments with our company and Ann guided me to use
Greg Prussman
Ann is a champion of change and leads courageously. She carries credibility with leaders across an organization. She continuously demonstrates competency with her strength and ability to relentlessly drive an organization to shift in becoming and being customer focused. As her manger I had the privilege of hearing several leaders provide unsolicited, positive comments to myself about her performance. Ann’s work has entrenched the belief and philosophy of truly understanding customer needs and translating them into action and operationalizing them across the organization. Ann is an outstanding employee who is self-directed, relentless and committed to improving the customer experience. She is a strong collaborator, team builder and a well-respected leader.
Gary LaFine
I have worked with Ann Gougebas in small projects for several years when she way a Six Sigma BB and Channel Manager. She has always been professional, helpful, insightful and responsive to my needs and inquiries for support. In 2015, I worked extensively with Ann in her Customer Support Excellence leadership role. Specifically, I had a major customer who was experiencing significant disappointments with our company and Ann guided me to use
Experience
-
Heart of the Customer, LLC
-
United States
-
Business Consulting and Services
-
1 - 100 Employee
-
Customer Experience Research, CCXP
-
Oct 2021 - Present
-
-
-
Huntington National Bank
-
United States
-
Banking
-
700 & Above Employee
-
Customer Experience, Vice President
-
Jun 2021 - Oct 2021
Lead customer experience strategy and implementation for commercial customers using research and analysis to understand customers and provide insights and improvement recommendations to leaders. Lead consumer enterprise projects and develop business cases to strengthen capital expenditure investments. Lead customer experience strategy and implementation for commercial customers using research and analysis to understand customers and provide insights and improvement recommendations to leaders. Lead consumer enterprise projects and develop business cases to strengthen capital expenditure investments.
-
-
-
TCF Bank
-
Banking
-
700 & Above Employee
-
VP, Customer Experience Director - Business to Business Banking Experience
-
Nov 2018 - Jun 2021
Lead, influence and drive the organization to work together for optimum customer experience delivery, working directly with the business to business executive teams including Business Banking, Wealth, National Corporate Banking, Middle Market Banking, and Specialty Finance which includes Capital Markets, Inventory Finance (floorplan financing), and Capital Solutions (equipment financing), officers and stakeholders. I conduct customer research and translate customer insights into enterprise priorities that influences a CX roadmap. The work supports listening and understanding customer attitudes, needs and behaviors, and advocating for customers through journey architecture, operational efficiencies, systems and technology needs. Show less
-
-
-
U.S. Bank
-
United States
-
Banking
-
700 & Above Employee
-
Customer Experience Design Strategy Director - Customer Experience Design Strategy
-
Sep 2017 - Nov 2018
Facilitate and synthesize customer research and insights to map the interactions of people, processes and technology across customer journeys and at key touch points to ensure the customer and employee experience is defined prior to capital expenditure investment. Define and prioritize experience requirements and gaps and recommend improvements. Build strong cross functional relationships to ensure accountability and continued alignment and support. Facilitate and synthesize customer research and insights to map the interactions of people, processes and technology across customer journeys and at key touch points to ensure the customer and employee experience is defined prior to capital expenditure investment. Define and prioritize experience requirements and gaps and recommend improvements. Build strong cross functional relationships to ensure accountability and continued alignment and support.
-
-
-
Medtronic
-
United States
-
Medical Equipment Manufacturing
-
700 & Above Employee
-
Customer Experience Manager
-
Apr 2016 - Aug 2017
Customer Experience Manager Lead Customer Experience projects using human centered design methodologies, combined with business metrics, to deeply analyze and understand customers’ experiences, identify insights, strengths and improvements, and deliver analysis and recommendations. Act as Customer Experience advocate on cross-functional teams; driving customer centric design and culture. • Led ethnographic and quantitative research to discover patient, clinician and channel experience journeys getting, setting up and using app based monitoring; experience evidence used to inform and recommend future experience and presented at leading industry event. • Delivered channel and clinician customer experience including segmentation strategy and journey maps to illustrate experience implementing new technology, facilitated workshop to prioritize key success factors for full product launch. • Created measurement system recommendation combining customer experience performance and internal business metrics designed to track and report experiences over time. Show less
-
-
-
Cummins Inc.
-
United States
-
Motor Vehicle Manufacturing
-
700 & Above Employee
-
Customer Experience Manager
-
2011 - 2016
Led the strategy, execution and measurement of Customer Experience / CX program implementation, driving customer-centric culture transformation and developing and executing customer experience strategies and solutions, designed to deliver a seamless enterprise-wide experience resulting in customer loyalty and brand advocacy. • Created and implemented Customer Experience / CX strategy for global Power Generation business division, resulting in 20 improvement initiatives targeting key customers to create improved experiences with the brand.• Facilitated customer experience research to create customer experience/journey map that improved strategic customer’s service experience, resulting in significantly improved customer loyalty and a $35 million dollar order.• Created Net Promoter System / NPS strategy to measure customer satisfaction of key influencers and end users at sales process touch points, improving customer feedback responsiveness, and quality.• Created and led cross-business/function leadership teams representing quality, engineering, sales, product development, marketing, supply chain, customer service, and channel and regional partners to ensure successful implementation of programs to improve customers’ experiences with quality, responsiveness and relationship management.• Implemented organizational cultural change programs including training, communication and recognition, which ensured employee awareness and engagement.• Implemented customer experience / CX training programs to train 5,500 professional and manufacturing employees, ensuring 98% completion within 3 months. Show less
-
-
National Channel and Accessories Manager
-
2009 - 2011
Managed team responsible for new product development, pricing, and customer support for power generation equipment accessories business with annual revenue of $20 million dollars. Ensured distributor/channel partner and stakeholder engagement by facilitating sales enablement programs to achieve performance goals. • Led accessories pricing review, identifying and correcting a multitude of errors, resulting in improved revenue margins.• Led team that delivered most successful solution selling sales conference in last 15 years, equipping more than 200 sales professionals with latest product, technology and selling techniques.• Managed annual planning process to establish and measure channel partner sales targets and metrics, ensuring visibility to senior leaders. Show less
-
-
Six Sigma Black Belt, Global Marketing and Commercial Products
-
2007 - 2009
As Certified Six Sigma Black Belt, led cross-business and -function teams to execute customer requirement and process improvement projects.• Facilitated team to define key elements of successful promotional marketing campaign prior to $30 million dollar product development investment.• Led team to define and implement requirements for new product rating strategy and product line, resulting in introduction of new products for competitive market.• Created new process and online repository to improve sharing of global marketing and sales functional excellence knowledge, ensuring quick and easy access of information by global community. Show less
-
-
Marketing Manager
-
1998 - 2007
Created and implemented integrated marketing communications plans, budgets and schedules, to ensure compelling communications through all channels for business-to-business and business-to-consumer market segments with $300 million dollars in annual revenue.• Managed all aspects of brand transition including sales, promotional advertising and technical literature, product labeling, digital communications, social media, to protect brand and prevent brand erosion.• As part of cross-business team, introduced product for new growth segment, including creating and managing marketing campaign and channel development programs. • Created and managed integrated marketing communications campaigns for consumer markets, resulting in increased brand awareness. Show less
-
-
Education
-
University of Minnesota-Twin Cities
Bachelor’s Degree, Humanities
Community
