Mike Rowland

Mike Rowland

Director Customer Experience Chicago

Mike will collaborate with clients to refocus organizations on driving value from customer experience. Mike helped a client in the digital products space save more than $2 million by realigning customer order fulfillment operations through the use of personas and journey maps. This helped uncover friction points where inefficient operations were driving up both cost and abandonment during the contract term.

In addition to bringing value to his clients, Mike is an essential member of the West Monroe team as a mentor to his colleagues. While he always focuses on understanding and delivering financially measurable value to his clients, he also wants to bring a sense of fun.

Mike joined West Monroe in 2015 from PwC digital, where he was a director responsible for supporting his clients’ digital customer strategies. He has a bachelor’s degree from Ohio University and a master’s degree from the University of Cincinnati.

What makes Mike different

Mike is an entrepreneur. Prior to joining West Monroe, Mike founded and owned Impact Interactions, a boutique digital strategy agency. For more than a decade he oversaw the organization grow from two employees to two offices in Chicago and Washington, D.C.

Where Mike makes an impact

Mike is a thought leader and frequent speaker on the topics of customer experience measurement, interactive marketing, and digital strategies.

Meet the Customer Experience team