Solving challenging business problems requires new ways of thinking. We leverage a broad range of unique methodologies to solve business problems.
Customer-centric transformation starts with changing mindsets inside the organization and changing the way an organization thinks about its customer interactions.
A strategy isn’t useful if it gets tucked away in a file cabinet. We have successfully implemented customer experience strategies to deliver business results and we can do the same for you. Churchill said it best: “However beautiful the strategy, you should occasionally look at the results.”
Your customers are human beings, not data points, and they deserve a seat at the table. Change works best when it happens WITH people, not TO people. We partner with your team to design the future.
My interest in bringing empathy and customer perspective into the business world came early in my life when I was growing up in Moscow. Russians like my grandfather built spaceships and other great things, but the art and science of simple product/service design was virtually non-existent (except for the spaceships; those are pretty amazing.) My early interactions with a customer-unfriendly system fuels my passion to create extraordinary experiences for others.
I have over 15 years of practice in the financial services industry, where I served as a market strategist and customer experience expert. I am also a Certified Professional Coach specializing in change and transition management. Although I am still unable to build any kind of a spaceship (that gene did not get passed down to me from my Russian grandfather), I can help you grow your business through innovative and unique customer experiences.
I am a cultural anthropologist with a passion for understanding patterns in human behavior. I seek to discover why people do what they do, especially since they don’t always do what they say!
At RedSquared Consulting, I have the opportunity to apply my ethnographic expertise to help our clients understand their customers’ needs, behaviors, and motivations. Prior to RedSquared, I was an experience design strategist at a Fortune 200 company and an Assistant Professor at the University of Chicago, where I also earned my PhD in anthropology. I love to write, to teach, and to inspire, and I have published widely in peer-reviewed journals and books. When I am not championing the needs of customers, you’ll probably find me either researching or getting ready for my next great trip.
Keith Winn served as a senior financial services executive for more than 30 years. Most recently he was Senior Vice President of Member Experience at USAA. There he directed a business unit accountable for delivery of USAA’s banking, insurance and investment products across all channels.
Since then, he has provided advice to participants in financial services and healthcare industries. He has applied his domain expertise to a broad set of functions, including president of a $100+ billion asset management company, Fortune 200 company operational risk committee chairman and chief operating officer of a wealth management business.
Keith and his wife, Linda, have devoted much of their lives to children and families at risk. They served as foster parents for almost ten years as well as holding board positions for foster care agencies. Today Keith is Vice-Chairman of the Board for MedShare International, a humanitarian agency that has delivered medical supplies and equipment to approximately 100 countries.
My path has involved developing computer systems for domains as varied as military logistics, electrical power, medical imaging, and financial services. Along the way, my resume has accumulated the usual alphabet soup of programming tools (one of them even became my nickname).
In each space, my work has had a common theme: take something complicated, and find a way to make it simpler. That was true for systems used by other programmers or user interfaces for novices. Always, the goal is the same: find out what the customer needs, and simplify, simplify, simplify.
Michael Powell is a cultural anthropologist and experience strategist, who translates human insights into more compelling customer experiences, strategic innovation and organizational change. Prior to RedSquared, he spent more than a decade leading research efforts at Shook Kelley, an award-winning strategy, design and branding firm based in Los Angeles. He has also worked on consulting projects and ethnographic research in a wide range of industries, as well as co-founding a startup food retailer brand.
Michael is a published writer and speaker on culture and design, for both business and academic audiences. He also frequently works on non-profit projects, applying his unique experience in research, branding and design to tackle important public policy issues. He has a Ph.D. in Anthropology from Rice University, and lives in Houston, Texas.
As an advocate for understanding and designing toward the Customer Experience, I’ve made it my mission to help companies meet their strategic goals. I do so by making the invisible visible through research, making the complex simple through my unique, human-centered perspective, and bringing understanding and meaning through expert facilitation.
With over a decade of designing successful products and strategies for clients of all shapes and sizes, my passion lies in helping these partners think holistically about driving, and enacting, real change. By bringing the human experience to the surface, I help businesses not only increase their bottom line, but also their longevity through customer loyalty.
As founding partner of CX by Design, my mission is to identify nuggets of opportunity within an organization, reorient its existing systems and structures to improve the human experience, help others extend their thinking, and drive material business advantage.
A passionate believer in holistic strategy and design, I use my extensive business background and deep-rooted expertise in Customer Experience and the Design Thinking methodology to help companies understand, define, and discover opportunities at the intersection of business, people, and technology.
Having designed, built, and successfully sold several companies, I help businesses shape abstract concepts into concrete online and offline products & services that respond to the needs and motivations of real people.
When not solving strategic challenges, I can be found in pursuit of good coffee everywhere.
Firecat Studio’s founder and CEO Susan Price is an internationally recognized user-centered design and communication technologies expert with 20 years in the web industry.
Susan leads the creation of business, marketing, social media and content strategies in collaboration with our clients. She leads user research and discovery sessions, requirements workshops, and content brainstorming. She’s a talented information architect, and writes and edits creative copy. Her background in animation and film gives her an edge in storyboarding animation and multimedia sequences.