He has served on a variety of consulting engagements, including marketing and sales, customer experience management, loyalty and trust, contact center strategy, CRM strategy, growth strategy, digital and social media, revenue management, and sales force optimization.
Mr. Chen is noted for his ability to develop innovative frameworks, make them actionable for clients, and drive bottom-line results He has more than 15 years of industry and consulting experience that geographically spans the Americas, Europe, Asia, the Middle East and Australia.
Notable engagements include: serving a global retail client in the beauty and cosmetics sector, implementing a cloud-based predictive analytics platform that included business diagnostics, quick-win identification and campaign playbook development; helping a major U.S. NPS financial services firm with contact-center strategy and the design of a three to five year roadmap design; and assisting a Fortune 50 high-tech company with a benchmarking study for subscription-based business models and developing churn and renewal strategies.
In addition, Mr. Chen worked with: a top U.S. mobile telecom operator on a lifecycle-based communications strategy and customer trust engagement, which included recommendations of trust initiatives with bottom-line impact; a leading health care insurer on a customer-centricity assessment and subsequent customer centricity transformation project involving 3-D member segmentation and treatment strategies; a luxury auto company in merchandising strategy involving sales channel and new product development; and the government and central bank of a central-Asian state regarding a go-to-market strategy to introduce a nationwide banking card system.
Before joining A&M, he was VP of Strategy Services at AgilOne, a predictive marketing analytics firm backed by Sequoia Capital, leading the data science and marketing execution teams. Previously, he was a principal at global consultancy Peppers & Rogers Group, co-leading the re-launch of their U.S. operations.
Other industry experience includes: serving as Head of Corporate and Business Development at Grupo Financiero Uno (now part of Citi), a leading financial services company in Latin America, and President of HMS National, a marketing services company in the real estate industry.
Mr. Chen began his professional career as a consultant with McKinsey after earning a Ph.D. in operations research from Cornell University. Most recently, he was an adjunct faculty member for the School of Business Administration at the University of Miami.