Bob Furniss has worked with companies to help them understand and improve the customer experience for more than 27 years. Mr. Furniss is the founder of Touchpoint Associates, Inc., a boutique consulting firm that offers strategic consulting and frontline training. He has worked with some of the top companies in the world to help them realign their customer strategies.
Before entering the consulting world 10 years ago, Mr. Furniss was the Director of Customer Contact at BellSouth Mobility in the Tennessee, USA, region and managed the customer interactions across three key channels: call center, retail stores, and technical support. As a consultant, he has deep experience in the areas of customer research and strategy in direct-to-consumer markets. At Alltel Information Services, Mr. Furniss lead a customer relationship management (CRM) consulting team, supporting Alltel technology implementations in the areas of banking and mortgages. His clients included Chase Mortgage, Marquette Bank, and Mellon Mortgage.
As Practice Lead at iXL, he worked on several long-term projects that focused on customer experience and loyalty. At Delta Airlines, Mr. Furniss helped implement a complete CRM solution supporting customer loyalty and communications for all SkyMiles Members. At FedEx, his team implemented a new customer experience management strategy, including an 18-month strategy for the dot-com marketing and automation division. The team initiated a new online customer service portal strategy. The project's touch point maps and experience catalog became the catalyst for the FedEx Purple Promise.
Mr. Furniss's recent clients include DePaul University, Dell, HP Computers, NBTY, and others. At DePaul, he worked with then-CIO Vince Kellen to develop and implement a new experience methodology for the IS department, making student experience research and analysis the first step in designing new systems and applications. He is a member of the National Speakers Association and speaks internationally for companies and trade shows on customer experience issues. Mr. Furniss is a frequent author for industry publications and Web sites, including 1to1 Magazine, CRM, and CustomerThink.
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