Dan Davidson is a senior manager in West Monroe Partners’ Customer Experience practice, based in Seattle. Applying more than 25 years of consulting and management experience in customer service and field service, he specializes in helping clients create high performance contact centers.
Dan Davidson identifies and drives customer experience initiatives that build customer advocacy, strengthen operating models, and ultimately drive top-line revenue. In his current role, he helps clients deliver successful experiences through their contact centers, making it easy to do business with them. Most recently, he led a number of transformational initiatives for a healthcare provider’s patient contact center.
Combining broad expertise service/call center strategy and operations with proven skills in cross-team collaboration and complex program management, Dan has built a successful track record for transforming contact center operations to meet the needs of today’s demanding customers. He is adept at conducting service assessments, measuring and reducing customer effort, defining performance improvement road maps, and implementing operational enhancements.
Dan’s consulting experience spans an array of industries, including telecommunications, high tech and software, healthcare, insurance, e-Commerce, and financial services. He blends strong business skills in inbound/outbound sales and service delivery with deep technology expertise that includes call center telephony, customer relationship management (CRM) solutions, billing systems, order entry systems, and knowledge management.
Dan joined West Monroe Partners in 2016 from Hitachi Consulting in Seattle, where he was a senior manager responsible for leading high-value, results-oriented initiatives for a variety of FORTUNE 500 companies. He was the customer experience lead for the firm’s national Communications industry practice, specializing in service and contact center processes.
Previously, Dan was a Americas education and business development manager for Onyx Software (now Aptean), an international CRM software company. He also held several consulting and management roles at Washington Mutual Bank (now JPMorgan Chase Bank).
Dan earned a Bachelor of Arts degree in Economics from the University of Puget Sound.