Gary Batroff is an inspirational management consultant with strong expertise in transformational change and CX strategy. Gary has led many CX management programs using data, testing, and statistics to generate recommendations that provide focus to improvement initiatives, resulting in greater customer centricity, CX maturity, customer loyalty, and customer lifetime value. Over the course of his career, he has worked with companies in a wide array of industries, including high tech, telecommunications, education, financial services, and manufacturing.
Gary has a talent for assessing, measuring, and improving customer experiences using methods and tools such as maturity assessments, segmentation, voice of the customer programs, journey mapping, persona development and both qualitative and quantitative research. In addition to consulting with clients, Gary leads the San Francisco chapter of the Customer Experience Professionals Association.
Gary joined West Monroe in 2018 from CX Catalyst, a Mill Valley, California, consultancy for which he was a founder and owner. He provided strategic counsel, market research, program management, and implementation services to chief experience officers, covering functions such as marketing, sales, operations, and partner management. His work focused on revenue generation and customer retention that leverages core philosophies of customer centricity and best practices of customer experience management.
Previously, Gary was a senior director and customer experience practice leader with FICO and a customer experience practice leader with McorpCX. He also founded or co-founded several other consultancies that applied strategy, analytics, and organizational change to deliver experiences that increased customer loyalty.
Gary earned a Bachelor of Science degree in Mechanical Engineering from Arizona State University and a Master of Business Administration degree with specialization in Quantitative Market Research from San Francisco State University. He is a Certified Customer Experience Professional.