Jacqueline Vose and Kant Trivedi Join Fast-Growing Business

Greenwich Associates today announced two key, senior-level additions to the Firm’s fast-growing Customer Experience Management business.

Jacqueline Vose joins Greenwich Associates as Principal and will be responsible for product development. Kant Trivedi joins the Firm as Chief Operating Officer  and head of our global Customer Experience Management division. He will oversee all aspects of operations and help grow the business.

Jacqueline Vose was previously Head of U.S. Customer Experience at TD Bank, where she led 25,000 U.S. employees to record-high loyalty metrics in both frontline and support teams.  She has extensive experience in helping shape culture based on customer insights.  Jacqueline will be based in the Greenwich Associates Stamford, CT, headquarters.

Prior to joining Greenwich Associates, Kant Trivedi was Head of Business-to-Business (B2B) operations for Rogers Communications where he created and led the award-winning team accountable for all B2B customer touch points across all market segments. Responsible for supporting $1.5B in Rogers revenue, Kant authored the customer experience strategy and implemented the plan to support Rogers Business Segment and Machine-to-Machine division growth. Kant is based in the Greenwich Associates Toronto office.
 
“The addition of Jacqueline and Kant will further strengthen one our primary competitive advantages in Customer Experience Management—our consultative ability to help clients drive behavioral and cultural change” says Greenwich Associates CEO Steve Busby. “Jacqueline has helped develop and implement one of the best retail Customer Experience programs in the banking industry encompassing branch, contact center, mobile, and online banking customer touch-points. Kant has extensive experience building and managing world-class customer operations covering all of the same touch points across the customer life-cycle in multiple industries. It’s a powerful combination.”

The Greenwich Associates Customer Experience Management solution is all about driving behavioral change that delivers desired business outcomes.  Greenwich Action and Insight Management (Greenwich AIM™), features a unique "Closed-Loop®" approach to help clients drive action and change to improve their customer experience across all channels and touch points.