Senior Vice President, Senior Consultant/Analyst, Patricia Seybold Group
Ronni Marshak co-developed Patricia Seybold Group’s Customer Scenario® Mapping (CSM) methodology with Patricia Seybold and PSGroup’s customers. She runs the CSM methodology practice, including training, certification, and licensing. She identifies, codifies, and updates the recurring patterns in customers’ ideal scenarios, customers’ moments of truth, and customer metrics that she discovers across hundreds of customer co-design sessions.
Ronni leads customer co-design workshops around the world, bringing customers, partners, and companies together to understand customer needs and to help clients formulate and develop customer-centric best practices. She trains and coaches CSM facilitators in best practices and new techniques.
Ronni Marshak is a business and technology strategist with over 25 years of experience. Ronni has worked closely with financial services firms, government organizations, high-tech firms, not-for-profits, and travel providers to improve the customer experience they deliver across channels and touchpoints and to help them develop and launch solutions that will be valued and easily adopted.
Ronni’s specialty is customer experience design, usability, online navigation, and cross-channel, cross-touchpoint customer experience. She is also one of the world’s leading authorities on computer-supported collaborative work, including approaches and tools for intra-enterprise collaboration, inter-enterprise collaboration, and collaboration with customers to achieve goals, manage workflows and share learnings.
In addition, Ronni Marshak is the group’s leading expert in working with start-up and emerging high-tech companies, helping them to formulate corporate and product positioning strategies and to identify current and emerging competitive landscapes. She provides feedback to companies on the design and functionality of their products and recommends as well as prioritizes improvements and enhancements for them to implement, based on customer needs.