ANA Trainers

Founder and CEO, SuiteCX/East Bay Group

Valerie Peck is the Founder and Principal at East Bay Group, a consultancy she created to help corporations develop and execute their Customer Experience strategy. Valerie has created a software platform called SuiteCX which enables companies and practitioners to aggregate various evidence and ethnographic elements such as the voice of the customer, employee and company into a visual storytelling and process format to improve customer experiences, campaign effectiveness, and strategic planning.

She has considerable functional expertise in executive-level marketing strategy, Go-to-market positioning, customer interaction strategy, tactics, and technical solutions, business processes, content/knowledge management and touch point/datamart technologies. Her vertical industry expertise includes the financial services, hospitality, retail, health care services, high-technology, telecommunications, automotive, entertainment, and education sectors. She has significant domestic and international experience.

Projects Valerie has led have included using marketing and customer experience for competitive advantage, “psychology meets technology”, online/offline marketing, contact center/web business, functional, technical designs, RFP development and management, and customer service, service to sales strategy, customer experience optimization, and business case development.

Her hands-on experience in management with both major corporations and the Big 5, consulting to a wide array of Fortune 50 and start-ups, give her a wealth of best practices (and worst) to pull from making her a subject matter expert who is highly sought after both in consulting and speaking.