Rudy Chang

I lead product and process innovation projects for this consultancy bringing my expertise in customer centricity, transformation, technology, and CRM. We partner with top Fortune 500 global enterprise leaders Gather assembles independent executives, creators, and practitioners, with deep experience navigating and transforming large organizations to make progress happen. We believe in borderless collaboration. This means we build teams with our clients, not across the fence from them, in real time. We draw from our network of uniquely talented leads and practitioners to support, supplement, and direct project teams inside our clients’ organizations.

We are coaches and consultants — and when leading complex transformation from the inside, the two are inseparable. The work requires sharp strategy, operating rigor and hands-on analysis, but it also requires shifting the behaviors, habits and mindsets that determine whether change takes hold. We focus where modern organizations most often get stuck: at the intersection of marketing, product, and technology. This is where alignment breaks, priorities clash and transformation efforts stall. When it works, it's where the most meaningful breakthroughs happen. We blend operating experience and human-centered design into every engagement. Using approaches such as Immunity to Change, Positive Intelligence and our own team-effectiveness models, we help leaders surface hidden blockers, build mental fitness and create the conditions for high-trust, high-performance teams. Since 2018, Agile Innovations has helped organizations modernize digital marketing, customer experience, technology ecosystems and agile operating models, while strengthening the people and teams responsible for delivering the work.

I am the chair of of the Supervisory and a member of our Policy committee focused on digital transformation, customer experience, and technology initiatives. Named one of the top 10 credit unions in the U.S. by Bankrate, and one of the Best Companies to Work For in New York, Quorum is banking that's focused on you, and how our products and services can help you live life as you choose. We're a credit union, which means that we serve you, our members (not stockholders). Our mission is to do good by you and for you, by returning profits in the form of our competitive rates, low fees, simple rules, clear communication, frictionless delivery, and unbiased advice. We call it "Banking that's Good. For You."

While in this role, I led the strategy and implementation of world-class technologies and best practices for all aspects of the MarTech / AdTech digital marketing platforms including: ► SEO and Keyword analytics (Brightedge) ► SEM / Paid Media / Retargeting ► Web Content Management / CMS (Aquia - Drupal 8) ► Digital Asset Management (Bynder) ► Data Management Platforms ► Marketing Automation Platforms / Silverpop / IBM Campaign / Unica / Marketo ► Web Analytics / Coremetrics ► Multivariate Testing and Optimization (Optimizely) ► CRM / Salesforce.com / Sugar CRM ► Live Chat & Messaging Platform / Liveperson / Intercom We were an agile shop and also developed our own software on top of off the shelf packages using Angular. JS, BlueMix, and other mash ups to build our own apps in our marketing innovation labs in New York City. In addition to the "tech stack" side of my role, we led the IBM "content strategy" function that aimed to build highly searchable, modular, and reusable content across the multitude of IBM marketing channels including company events, ibm.com, business partners, and clients.

I led an effort to develop an enterprise transformation strategy around content management to support the future of data driven digital marketing and 1:1 personalized content delivery. Strategic scope included: Acceleration of digital content reuse and curation, authoring workflows, content management platforms, development of content as a service (CAAS), and definition / adoption of enterprise standards across the IBM corporation and its partners to deliver 1:1 personalized content experiences across the entire client experience.

In this role, I orchestrated and implemented an enterprise digital transformation strategy spanning reinvention of the global customer experience, digital technologies and systems, channel strategy, change management, policy, and governance. Functional scope and objectives included marketing lead generation, eCommerce revenues, branding, social media, and customer self-service cost savings for all customer segments from enterprise, public sector, to small to medium businesses (SMB).

I was charged with transforming the customer service operation into a data driven, multi-channel service delivery organization. I held operational responsibility for a $2.5 billion lease and credit portfolio and directed sales, marketing, retention and technical product support initiatives. In addition, I developed the Web Self-Service channel across the enterprise, with a focus on growing self-service transactions, and support for next-generation SAAS products.

While in this role, I drove technology strategy and operational process improvements for the $600 million SMB small business division and directed all enterprise eCommerce strategies for adoption of self-service and online sales of consumables.

During this time, I developed new revenue streams from strategic alliances and co-marketing partnerships by monetizing assets and leveraged customer touch-points to create new marketing opportunities for co-marketing partners.

I led all operational aspects of this dot.com Internet startup, including human resources, technology, marketing and customer service. Directed all merchandising and sourcing of products and created all back-office fulfillment processes.

I directed all supply chain, operations, fulfillment, postal & government affairs, and print production for IMP, a $700 million global direct marketing organization.

These early positions spanned running the CUC membership fulfillment operation, ensuring delivery of millions of membership kits on time and with optimization of supply chain and customer experience.