Meet the Customer Innovations’ Team

Frank Capek,  Chief Experience Officer

Frank W. Capek

Frank W. Capek

Frank has spent 25 years helping companies design and deliver the most compelling experiences for their customers.  Over this time, he’s had the chance to work with more than 50 major corporations in the financial services, retail, consumer products and services, health care, hospitality industries.  His clients have included:   JP Morgan Chase, Merrill Lynch, ING, Nationwide, American Express, Amway, Jiffy Lube, Principal Financial, Equitable, MIT, Novartis, Merck, Kaiser Permanente, Humana, OSF Healthcare, Convergys, Marriott, HomeBanc, United Van Lines, Mayflower, Zale, Michelin, JM Family Enterprises, and ContiGroup.  His work has focused on helping these companies:   understand how customers think, feel, and act; designing products, services, processes, and technology that enable more effective customer experiences; and aligning leadership, employee experiences, and organizational behavior to deliver.

Frank’s research and intellectual energy has been focused on understanding the cognitive, affective, and behavioral bases of how people experience the world… independent of their roles as customers, employees, or members of any social network.  He is the primary architect for Customer Innovations’ Experience Miner and Experience Designer toolsets.   Frank graduated with degrees in mechanical engineering from MIT; mathematics from the State University of New York; and has conducted research and advanced studies in artificial intelligence and applied mathematics.

Tom Nickles, Chief Experience Designer

Tom Nickles

Tom Nickles has spent more than 25 years helping leading organizations design influential experiences for customers and internal processes to enable companies to achieve their business results.  His work has spanned a number of industries including utilities, healthcare, and general industrial/manufacturing sector. By doing so he is able to leverage leading practices from advanced companies to his clients.   Tom’s career focus has been to orchestrate change initiatives in large, complex organizations starting with innovative ideas through large scale implementation.  In the course of his work, he has learned how to effectively and rapidly navigate companies through the process, technology and people changes required to adopt new operating models.

Over the past few years Tom has focused on large scale implementations utilizing our Collaborative Customer Design Lab approach, which is a means of managing innovation in a risk free environment. It effectively integrates customers into the process – both through traditional collaborative means and, more frequently, through virtual collaborative tools. Effectively engaging and managing innovation through this Lab process has dramatically increased the potential for success in the innovation process.  Tom’s clients include: ConocoPhillips, Dominion, Entergy, Ford, General Motors, Humana, ITT, Marsulex, Partners Healthcare, PNMR, and PSEG .

Tom has been working with Customer Innovations over the last decade. Previously, he was a Partner at Accenture Consulting and held Vice President positions at A. T. Kearney, Index and Concours consultancies.  Tom studied corporate and investment finance (MBA) at Northwestern University.

Jason Sherman, Insights Director

Jason Sherman

For more than twenty years, Jay Sherman has helped senior executives realize significant shifts in shareholder value through innovation based on deep insights into customers’ values, beliefs and goals.  He has consulted on a broad array of initiatives related to customer experience, new product development, sales force effectiveness, advertising, customer communications, CRM, business process, organizational change and performance management.  Jay has worked with executives of leading companies, including Newell Rubbermaid, Zale, Nationwide, Grainger, ING, Humana, Dominion, JM Family Enterprises, Key Bank, Shell and Wayne Farms.  Prior to his role at Customer Innovations, he was principal consultant at eLoyalty and marketing research director at HomeBanc Mortgage.

Jay’s perspectives on research, organizational change and innovation have been published by many business media and special interest groups, including Industry Week, Michigan Quality Council, Marketing News, Retail Banking Digest, Research Business Report and Business to Business Marketing.  His recent whitepaper, “Bridging the Research Innovation Gap,” is referenced by the U. S. Department of Commerce Baldrige National Quality Program.  Jay  holds a MBA from Hofstra University and B.S. from the State University of New York.

Walter J. Popper, Employee Experience and Transformation

Walter Popper

Walter Popper is a business advisor on employee experience and corporate culture. His practice focuses on the hidden logic of performance – the organization structures, management systems and workforce capabilities required to deliver the desired customer experience.   Walter has worked with top teams in a variety of industries including pharmaceuticals, energy, financial services, healthcare, and information technology.

Over the past 25 years he has led a wide range of assignments. He designed and led the Board’s strategic planning offsite for the CEO of a $2b producer-owned coop, leading to a subsequent initiative on improving customer experience. He developed an online customer relationship strategy for key opinion leaders among professional and institutional customers to speed research and marketing for a $40b pharmaceutical firm. And he designed an enterprise performance scorecard & review process for the CEO of a $1b electric utility, to improve workforce accountability for customer experience while cut cost and improving profitability.  Walter’s past clients include AT&T, Blue Cross NJ, Darden Restaurants, DuPont, Johnson & Johnson, GE, GlaxoSmithKline, Marriott, Merck, Nationwide Insurance, NY Presbyterian Hospital, Pfizer, Siemens, Vanguard, W.R. Grace and the US Postal Service. He has served on several boards including the Amherst Town Planning Board, the Hitchcock Center for the Environment and the Teachers Network.

Walter has worked with Customer Innovations and its predecessor companies – CSC Index and The Concours Group – for many years. He earned an MBA in Organization Behavior at MIT’s Sloan School of Management, an Ed D in Adult Learning at the University of Massachusetts and a BA in Social Psychology at Swarthmore College.

Marsha Reese, Director of Sales and Marketing

Marsha Reese

Marsha has spent more than 10 years marketing the products and services of several leading organizations.  She started her career as an accountant and auditor for Service Corporation International.  Her career grew with the organization, where she held roles in the audit, accounts payable, acquisitions, training and trust departments in addition to being General Manager for Memorial Oaks Funeral Home and Cemetery.

Over the past decade, an increasing amount of Marsha’s work has focused on the marketing of leadership and employee training that generates desired customer experiences.  Marsha joined Customer Innovations in 2010.  In addition, she’s held marketing roles with The Concours Group, nGenera Corporation, Choate & Associates, Discussion Partner and The Concours Group.

Marsha is also an active member of the Houston Livestock Show & Rodeo.  She currently holds the position of assistant captain of the Spring Branch Memorial Go Texan Committee.  She has been on the committee for 13 years and has been the chairperson for their annual golf tournament for the past 8 years.  During Marsha’s tenure as assistant captain, the committee has raised more than $5 million, which is used to fund scholarships for local area high school seniors.

5 Responses

  1. Dear Mr Frank

    I would like to speak with you on how we can bring your company and its practices to India.

    Would appreciate if you can share your contact details with me.

    You can check my profile and what I do at Reliance – at my Linkedin profile under my full name R V Balasubramaniam Iyer.
    Would be glad to connect with you if you are a member too – and of course hear from you on potential next steps.

    However if you already have a partner in India or a representative office – then maybe I can speak to them. However would prefer we speak direct.


  2. My brother suggested I would possibly like this web site. He was entirely right. This put up actually made my day. You can not believe just how much time I had spent for this info! Thanks!

  3. Congratulations! After reading your white paper on getting the employee experience right, I am convinced that you understand the the needs of people (both on the customer and the employee side) better than 99% of the experts out there!

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