Valerie Peck

As a partner at Elevate-X Consulting, I work with organizations to create customer experience strategies that are data-informed, tech-enabled, and grounded in practical implementation. I help clients: • Develop or refine customer journey maps • Align organizational strategy with voice of customer (VOC) and behavioral data • Select and implement Martech and CRM systems to support 1:1 communication • Build Centers of Excellence (CoE) for CX • Improve loyalty, reduce churn, and drive measurable ROI I also lead executive workshops, mentor CX leaders, and co-develop internal playbooks. We serve Fortune 500s and growth-stage businesses alike. Tools & Frameworks: SuiteCX, Salesforce, Qualtrics, Hubspot, Empathy Mapping, CJM, VOC, CX Maturity Modeling

What it is: SuiteCX is a multi-dimensional suite of tools designed to enable marketing and sales professionals to visualize impact, cost and ROI based on customer, employee and institutional viewpoints. What it does suitecx allows users to make fact based decisions and process improvements that are grounded in the customer experience. Customer-centric diagnostics, touch inventories, experience maps, data-driven personae and customer storytelling and precision marketing are all components of this groundbreaking software

East Bay Group is dedicated to helping organizations help themselves to become more profitable through precision marketing and improved customer relationships. Offerings include Buyer Journey and Persona Mapping for Demand Generation, Customer Experience Mapping to drive acquisition, retention, growth and winback, Contact strategies and Sales and Marketing Automation selection and optimization. Significant experience with both B2B and B2C clients. Expertise in improving sales and marketing interactions and processes. Capable of taking projects from strategy through execution. Clients include Vision Service Plan, Bishop Wise-Carver, Syngenta Crop Protection,EDS, Hewlett Packard, Harte-Hanks, PS Prints/Deluxe Checks, AMD, BEA, Lending Tree, Royal Caribbean, Big Lots!, Yahoo, Wells Fargo Bank, MAXIMUS, Sams Club

West Coast practice partner for a CRM Consulting firm specializing in 1to1 marketing strategy. Responsible for $3 Million annual billings, SME on web and call center solutions, personnel management, business development, and delivery. Responsible for development of firm’s 1to1web methodology development. In addition, I was the firm Knowledge Manager and am developing a global KM system. Our intranet site won Inc. Magazine 2001 internal web design award. Clients included Lincoln Mercury, Ford, IBM Developer Site, Agilent (B2B Web consolidation), HP, AMD, Blue Shield of CA, Fishbowl.com, Aspect, Genisys speaking tours)

Part of leadership team for StorageTek's start up consulting division to achieve the goal of diversifying parent’s revenue basis and leverage its assets. In addition, I was the only woman on the corporate strategy board. The Teris start up team in the US and UK designed and launched the business. Responsibilities included: • Business Strategy; Marketing Strategy and Marcom; Alliances; Partnerships; Acquisitions; Organizational Knowledge Management; Corporate interface. •Strategy focused on Knowledge and Information Management. •Development of tools, methodologies and worked with a team mate to create a ‘boot camp’ to train incoming consultants about the “Teris way” •Development and launch of product/solutions •Lead Business Development efforts •Led gap assessment and effort to acquire several small consultancies for inorganic growth.

Responsible for creating strategy and then implementing all aspects of marketing for the western region. Includes responsibilities for such as client loyalty programs, events, targeting, and toolkits. Also responsible for the Global TIG website, market management for the Internet, Network and Communications and Semiconductor Sectors, global marketing reference library and service line/product marketing integration. Charged with developing and implementing strategy for all facets of electronic media. Included divisions' Internet site, creation and oversight of a new Knowledge Management site and development of several Extranets.

Senior Manager in the Information, Communications and Entertainment strategic consulting practice focusing on assisting clients in developing market models, market feasibility studies, identification and testing of new business opportunities for electronic channel products and services. Created methodology including sales material, workplans, report templates, an policy manuals Clients included Pacific Bell, Ameritech, GTE, Creative Artists Agency, and Sony. Manager - Telecommunications Practice Restarted telecommunications consulting practice for KPMG Peat Marwick’s Western Region. Developed and executed a consulting plan that resulted in a $2.5 million dollar practice. Created team vision, goals and objectives. Conceptualized and developed methodologies, proposal tools, custom collateral to aid in sales efforts. Originated executive seminars and focused presentation to increase customer awareness. Created alliances with key hardware, software and applications vendors for co-marketing relationships

As director of Market Management and Financial Services Marketing for Pacific Bell o Developed a number of new products (CarLink, RealtyLink, Business Transaction Network) o Created strategic alliances with firms such as Kodak, UCLA, USC, Golden Credit Union, Credit Union League of CA, Bank of America, Wells Fargo, COOP, Fiserv and many smaller groups to drive demand for products and to complete our product packages. o Developed specialized sales tools and just-in-time training and resources to support the sales force o Led Financial Services and Sales Agency JIT competitive response for network and hardware/software sales o Created a matrixed market by engaging key management members of multiple business units utilizing 450 account executives statewide. Exceeded 1993 quota by 50%. Increased market revenue by $3.1 million in 1993 and $5 million in 1994. Managed sales, channel management, external affairs, new product packaging, alliances and partnerships.

All credits towards MBA completed