Chad founded The Customer Group in 1999 with the vision of creating a truly unique professional services firm. As the President and CEO, Chad is responsible for driving and executing The Customer Group's corporate strategy, managing overall service delivery, managing partner relations, business development, human resources, information technology, finance and administration.

Chad has extensive experience working with companies to improve business performance through concentrated efforts focused on customer-focused strategy and operations. Chad has successfully assisted more than 50 companies and organizations across various industries. Specific expertise includes marketing, sales, service, contact center, operations, technology, strategy development and large program management.

Prior to founding The Customer Group, Chad spent nine years in several positions within Andersen, most recently leading Andersen's Integrated Customer Solutions practice.

Chad has a Bachelors degree from Middlebury College and a Masters degree from Northwestern University's J.L. Kellogg Graduate School of Management.
  
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Barbara has extensive customer service, program management and financial analysis experience. She has held several primary managerial positions over many large transformation initiatives involving customer service and technology. Barbara has also been the lead project manager for major customer service strategy development and implementation efforts for companies and organizations such as the Health Care Financing Administration’s (HCFA; aka MEDICARE) and AT&T’s Broadband and Internet Services business unit.

Prior to joining The Customer Group, Barbara was the Chief Financial Officer for Weiss Memorial Hospital and the Associate Director of Finance for the University of Chicago Hospitals and Clinics. Barbara is a CPA and holds both Masters and Bachelors degrees from Indiana University.
  
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Michelle Curless is a Managing Director with The Customer Group, LLC. Michelle has over 10 years of both operational and consulting experience in working with call centers, contact centers and customer-facing organizations.

Experience includes customer service strategy, self-service strategy, training, capacity modeling, workforce management, process analysis and redesign, utilization of enabling technologies, outsourcing planning and transition, consolidation and cost management, performance management development, financial analysis, and project and change management.

Michelle has both international and domestic experience working with Global 2000 clients across several industries including Hi-Tech manufacturing, automotive, financial services, consumer services and eCommerce B2B.

Prior to joining The Customer Group, Michelle was the CRM Director for fob, Inc. responsible for the Enterprise CRM Strategy where she led and managed the design, development, and implementation of the fob.com CRM initiative. Prior to joining fob,Inc. Michelle was with Electronic Data Systems (EDS) for ten years, where she held positions within their Customer Relationship Management business line leading both international and domestic client work for CRM enterprise initiatives, contact center operations, account management and new business development.

Michelle earned a Bachelor of Arts degree from Saint Mary’s College, Notre Dame, IN.
  
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Matt has spent over 10 years designing and building customer-focused service offerings, strategies, and experiences. Matt has functional experience in sales and marketing as well as project management experience at numerous companies in the travel, financial services and insurance industries.

Matt has helped several companies improve the way in which they interact with their customers on an enterprise-wide basis through the design and delivery of superior customer experiences. His specific skills include strategy development, business management, infrastructure, product development, sales and marketing, customer service strategy and process analysis and redesign.

Prior to joining The Customer Group, Matt worked in various sales and marketing positions at consumer packaged goods leader, SC Johnson. Matt has a Bachelors degree from Northwestern University and a Masters degree from the Columbia University Graduate School of Business.
  
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Ben Diehl, a senior project manager with more than 10 years of operational and technical consulting in the customer care industry. Ben provides both strong subject matter expertise couple with project management leadership in technology selection and deployments, business process improvements and strategic initiatives. His projects have delivered results in various customer-facing operations, inclusive of help desk, call center and web-based channels. Ben's deep knowledge of technology platforms involved in the contact center (IVR, CTI, ACD, DCR, CRM, WFM, reporting apps) helps clients derive maximum benefit from these technologies. Engagement experience spans strategic analysis and recommendations to operational business improvements and contact center management augmentation.

Before coming to The Customer Group, Diehl was part of Andersen's Integrated Customer Solutions practice. He holds a bachelor's degree from the University of Illinois, Champaign.
  
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Heidi has 12 years of management experience in the financial services industry, focusing on strategy development and large-scale organizational change. Her consulting expertise includes large program management, qualitative and quantitative customer research and analysis, web experience and application implementation and overall customer experience design. Prior to joining The Customer Group, Heidi most recently was a member of the Executive Management Team at Wells Fargo Home Mortgage where she held leadership positions for seven years. These roles included building and managing capabilities such as project management and process design, implementation, roadmap development, customer performance measurement and reporting, communications, and change management. She also built the eBusiness Group and the internet production channel, which experienced dramatic growth under her leadership.

Before joining Wells Fargo, she spent four years in the Consumer Banking group at Bank One, where she was responsible for change management and communications and for customer service strategy development throughout the nationwide network of retail banking centers. Throughout her tenure in the financial services industry, Heidi has developed and executed multiple business strategies and sponsored numerous strategic initiatives, ranging from customer-facing projects to investments in underlying technical infrastructure.

Prior to holding these industry positions, Heidi spent eight years in consulting and audit positions for a global professional services firm.

Heidi holds a Bachelor’s degree from Valparaiso University and her Master’s degree from the University of Utah. She is also a Certified Public Accountant.
  
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Joe has 20 years experience overseeing specialized consulting engagements in a variety of industries. Prior to joining The Customer Group, Joe was previously a Senior Managing Director of Navigant Consulting, Inc. As one of the original team members involved in the earliest stages of forming the company, Joe helped guide Navigant to becoming an international entity with 1,700 consultants worldwide. Navigant provides a broad range of consulting services. Clients include Fortune 100 companies; several large investor-owned utilities, gas distribution companies and the largest local exchange telecommunications companies in the United States.

Prior to joining Navigant Consulting, Mr. Trindl was a member of the construction, government contracts and litigation support group of a major international accounting firm where he was an auditor and consultant.

Mr. Trindl received his Bachelor of Science degree in Accounting from the University of Illinois. He is a Certified Public Accountant in the State of Illinois and a member of the American Institute of Certified Public Accountants and the Illinois Society of Certified Public Accountants.
  
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