Bob Furniss
Cutter Consortium welcomes Bob Furniss as a member of its Business-IT Strategies and Business Intelligence practice teams. For more than 27 years, Mr. Furniss has worked with companies to help them understand and improve their customers' experiences. He has worked with some of the top companies in the world to help them re-align their customer strategies.
As a consultant, Mr. Furniss 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.
He has worked on several long-term projects that focused on customer experience and loyalty, including a project at Delta Airlines, where Mr. Furniss helped implement a complete CRM solution supporting customer loyalty and communications for all SkyMiles Members. And at FedEx, his team implemented a new customer experience management strategy and 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.
Karen Coburn, President and CEO of Cutter Consortium said, "We are delighted that Bob Furniss has joined the Cutter team. He brings a fresh, yet seasoned, perspective to the areas of customer experience and CRM - areas where the right strategic changes, well-implemented, can have a very positive effect on an organization's ability to serve - and keep - it's current customers and to attract new customers. We're excited that our clients around the globe will now be able to tap into his experience."
To schedule an interview with Bob Furniss, contact Kim Leonard at press@cutter.com or +1 781 641 5111.