Heather Hall

Heather is a Director in the Customer Experience & Digital Strategy segment.  She’s spent more than 20 years leveraging data and insights to transform customer-facing operations to optimize the flow of revenue through organizations.  With extensive experience in blue chip companies such as AT&T, Lucent Technologies, and Acxiom, as well as nimble startups, she has built a deep understanding of what it takes to build scalable, impactful strategies that correlate to rapid insights and quantifiable outcomes. Additionally, three years working in venture capital as an Entrepreneur in Residence for seed-stage startups has honed Heather’s ability to leverage lean methodologies and strategy to drive rapid innovation and improvement that closely correlates to key metrics such as customer lifetime value and GMROI.  That’s why she is such a passionate proponent of using data-driven insights to guide digital transformation in the age of the empowered customer.

Major Projects

• Managed the transformation of a global scientific manufacturer, leveraging advanced analytics and data-driven decision-making to create a customer-centric journey that enabled predictive forecasting at an SKU level, shortening overall close time as well as close-to-ship lead time.  The project increased forecasting efficiency by 2x, reduced time to close by 20%, and cut close-to-ship time by half.​
• Led customer strategy and buying journey development for Fortune 500 specialty retailer, integrating all sales and support efforts across bricks and mortar and online touchpoints.  The effort reduced customer friction and increased market basket size by 15% while extending customer engagement across brands and proprietary banners. Customer engagement grew from 1.25 brands shopped to 2.1, while harmonizing online and offline interactions to create a singular experience that led to a ‘stickier’ engagement that increased customer value by 30%. ​
• Developed Target Operating Model for an environmental commodities trading firm, focused on optimizing go to market strategy for great scale.  Identified addressable market, organizational structure, and demand generation efficiencies and designed an opportunity management process that accelerated trade velocity and management visibility.​
• Led the go-to-market strategic transformation of customer experience and case management capabilities for a Fortune 500 hazardous waste service provider, focused on reducing the friction in pricing, delivering and invoicing projects. ​
• Guided the client-facing transformation of a regional venture capital firm, leveraging discovery, journey mapping, and benchmarking to create an end-to-end digital experience, built on HubSpot Marketing & Sales Hubs. The outcome was a digitally enabled end-to-end journey that supported early-stage entrepreneurs with tools, on-demand coaching, and capital-specific resources to prove product market fit and initiate seed round funding.

Areas of Expertise

• Digital Strategy & Execution​
• Business Transformation​
• Customer Experience​
• Strategic Planning and Assessments​
• Sales Strategy & Operations​
• Marketing Technology Strategy​
• Direct to Consumer, B2B, B2B2C & Digital Experience/Engagement​
• Revenue Operations Strategy & Execution

Industry Expertise

• Consumer Products and Services​
• Retail (Big Box, Specialty, Luxury)​
• Telecommunications​
• Travel​
• Technology​
• Nonprofit​
• Venture Capital & Private Equity​
• Fintech​
• Manufacturing