We Put the Customer at the Center of Everything

Abrar Masud

Sr. Consultant

A disciplined enterprise transformation leader who thrives where the stakes are highest - bringing order, alignment, and momentum to complex, high-visibility programs.

Anam Mohammad

Consultant

A research-driven consultant with a strong analytics foundation who brings clarity, care, and collaborative energy to every client engagement.

Fun fact: "My husband and I share the same last name, so I never had to change it! Outside of spending time with family, I'm always looking forward to booking my next travel destination!"

Andy Mattox

COO

A strategic partner to Fortune 500 companies for over 14 years, Andy helps organizations unlock competitive advantage and reduce costs through customer experience strategy and disciplined program leadership.

Ashlyn Tomer

Consultant

A creative and adaptable CX consultant with deep roots in voice of the customer and qualitative research, bringing a human-centered perspective shaped by diverse global and community experience.

Fun fact: "I used to be terrified of cats, and now I have three and I'm completely obsessed. Not sure what happened."

Bob Paulbeck

Consulting Director

A seasoned delivery director with 30+ years of experience leading Fortune 500 transformation programs - from billing systems and software implementations to retail operations - with a relentless focus on outcomes.

Brad Laubhan

Consulting Director

A 22-year consulting veteran who bridges the gap between business strategy and technical execution, turning complex programs into coordinated, high-impact results for clients.

Fun fact: "I enjoy traveling and cooking."

Brandon Allen

Sr. Consultant

A systems-oriented transformation consultant who connects strategy to structured execution - with a unique edge in applied AI and automation that makes emerging technology practical for enterprise teams.

Dan Arthur

EVP Research & Account Management

A 20-year CX research and analytics veteran, Dan helps clients see their business through the customer's eyes - turning data, journeys, and listening programs into strategies that build loyalty and drive financial results.

Fun fact: "I have 2 horses, 2 emus and a kangaroo in my backyard."

Ed Bulluck

Sr. Manager

A 30-year project management veteran with a sharp business instinct and a master's touch for collaboration - Ed keeps client teams focused on the why behind every initiative, from digital experience to contact center transformation.

Grant Healy

Sr. Consultant

An analytically precise and technically skilled data professional who brings advanced quantitative methods and machine learning to make client data tell clearer, more actionable stories.

Fun fact: "In college I made a machine learning model to win a fantasy football league."

Gwen Wren

Consulting Manager

A change management and transformation strategist with 10+ years of experience helping Fortune 100 companies and startups alike grow through cultural alignment, operational redesign, and genuine client partnership.

Fun fact: I used to sing in a ukulele band when I lived in London. These days, my biggest audience is my kids in the back seat of the car.

Jacalyn ‘Jaci’ Matney

Sr. Consultant

A 50-year technology and program management veteran - PMI-certified and Lean Six Sigma Black Belt - who brings rare process discipline, executive presence, and high-energy leadership to the most complex, multi-million-dollar transformation programs.

Fun fact: "I'm a proud and accomplished dog mom, having nurtured many looking for "furever" homes. I also enjoy sewing."

Jack Delaney

Sr. Consultant

A cross-cultural program leader with 15+ years of experience bringing technically diverse global teams together to deliver complex systems integration and process improvement programs on time and on target.

Jeff Lewandowski

CEO

A 17-year CX and contact center authority, published author, and Forrester/Gartner-cited expert who leads Andrew Reise with a people-first philosophy and deep operational expertise.

John St. Clair

Consulting Manager

A 30-year process improvement and organizational management expert who brings structured thinking and clear communication to complex government, telecom, and enterprise engagements.

Fun fact: "I've travelled to and explored 31 national parks. My favorite is Yellowstone with Yosemite a close second."

Jonathan Thomas

Sr. Consultant

A workforce management authority with 18+ years of contact center experience, Jonathan bridges operational leadership and technology consulting to help organizations maximize performance from their WFM investments.

Joseph ‘Joe’ Piette

EVP Customer Experience

The "un-consultant consultant" - Joe brings 20+ years of CX strategy and design experience with the empathy of an operator, a background in broadcast media, and an unmatched ability to create customer-centric cultures from the inside out.

Fun fact: I've eaten lamb's brains. 

Josh Hilgers

EVP Consulting Delivery

A co-author of The Customer Experience Fiasco and 20-year CX strategy and delivery leader, Josh brings a unique combination of enterprise program management and customer experience depth that helps clients achieve both vision and execution.

Kathryn ‘Katie’ Sexton

Consulting Director

A hands-on CX strategist with 15+ years of experience building voice of the customer programs and journey-driven strategies from the ground up - with a talent for making CX insights resonate at the C-suite level.

Fun fact: "I'm a lifelong Disney fan who still loves a little magic. These days, I'm also sharing my love of LEGO with my son. We love creating new adventures together."

Liz Downing

Sr. Consultant

A CX and digital strategy leader with 15+ years of experience helping large enterprises align operations, measure outcomes, and deliver meaningful customer experiences through journey mapping, OKR frameworks, and cross-functional partnership.

Lucas Bauer

Consulting Manager

A data-fluent CX strategist and Consulting Manager who turns complex customer analytics into actionable roadmaps - helping clients across hospitality, insurance, telecom, and government improve experiences and drive measurable growth.

Fun fact: "I can usually name the artist and song title within a few seconds of hearing most ’80s, ’90s, and 2000s songs. Outside of work, I’m usually planning my next trip or watching sports."

Maria Elena Balancio

WFM Consultant

A workforce management systems expert with 8+ years of hands-on experience across global operations, combining deep platform proficiency with a sharp analytical eye to deliver measurable labor savings and operational efficiency.

Fun fact: "I'm a foodie year-round but summer time is all about jet skis, the beach and BBQs."

Mark Stahl

Consulting Manager

A 25-year contact center operations veteran with Lean Six Sigma credentials and a deep belief that excellence is built one detail at a time - from workforce management and quality assurance to pharmaceutical patient support programs.

Fun fact: "I enjoy just about anything that has to do with cars and am a former race car driver."

Reagan Anthony

Sr. Consultant

A 25-year WFM industry authority who has worked in the trenches of forecasting, risen through product management, and now brings her full expertise back to the client side - helping organizations master the mechanics and strategy behind world-class workforce operations.

Fun fact: "I have, in fact, kissed the Blarney Stone — and as my kids will mortifyingly confirm, it worked. I'll talk to anyone, anywhere, about anything."

Rhoda Miller

Consultant

A sociologist-turned-research strategist who brings quantitative depth and human-centered curiosity to VoC and VoE programs - translating complex, large-scale data into the clear insights that help organizations earn loyalty and national recognition.

Fun fact: "When I'm not jamming out to music, I'm learning law/legal things by listening and watching trials via LawTube (lawyers on YouTube)."

Rich Coombs

Sr. Consulting Manager

A 30-year contact center and workforce optimization expert with the rare combination of executive leadership, frontline operations experience, and a teacher's instinct for developing the next generation of great leaders.

Fun fact: "I have summited Mt. Washington 14 times to cover all trails up and down, plus the auto road. I hiked up 13 times but only hiked down 12 (the 13th time we took the Cog railway down)."

Sam Ransohoff

Sr. Consultant

An analytically creative CX and VoC consultant who combines a rare scientific background with practical consulting experience to deliver insights that are both statistically thoroughness and compellingly actionable.

Timmothy ‘Tim’ Carrigan

EVP Consulting Delivery

An EVP-level CX and delivery authority with deep expertise across analytics, contact center operations, and multi-industry transformation - Tim has co-authored a book on customer experience strategy and spent decades helping organizations build lasting CX capability.

Fun fact: "I have worked several seasons as a PA announcer for high school and college sports including basketball, baseball, and most recently, lacrosse."

Wendy Cullis

Sr. Consultant

A globally experienced workforce optimization and operations management consultant based in the UK, Wendy helps organizations across EMEA, NAM, and APAC accelerate time to value from new software - with a people-first approach to change.

Fun fact: "I worked in South Africa for five years, experienced the 2010 FIFA World Cup there, and completed a charity skydive to support a preschool I founded in Soweto. I love a challenge and I'm always looking for my next fundraising adventure."

Zachary ‘Zach’ VanDolah

Consulting Director

A strategic CX and VoC leader with 10+ years of experience helping well-known brands across healthcare, hospitality, finance, and telecom turn customer data into compelling roadmaps and tangible business results.

Fun fact: "I love health and longevity podcasts. You can find me listening to them throughout the work day."