Catalyst (Rochester, New York) Creates New Role: Director of Experience Design; Promotes Senior Customer Experience Designer Nancy McCrave

Catalyst (Rochester, New York) Creates New Role: Director of Experience Design; Promotes Senior Customer Experience Designer Nancy McCrave

Press Release (ePRNews.com) - Rochester, New York - Sep 07, 2016 - ​Catalyst, a Rochester, New York-based marketing agency specializing in CRM and customer experience (CX) design, has created a new position, “Director of Experience Design.” Senior Customer Experience Designer Nancy McCrave has been promoted to the position.

According to Mike Osborn, one of the agency’s managing directors; the new position reflects the growing importance of CX in omnichannel marketing, as well as the agency’s growing emphasis on the CX discipline itself.

“CX design is revolutionizing marketing, and it should. If companies aren’t offering their customers an optimal experience, chances are, their competitors are.”

Michael Osborn, Managing Director, Catalyst

“In the last few years, customer experience design – viewing every interaction holistically from the customer’s point of view – has exploded,” Osborn said. “CX is at the center of everything we do. Until companies fully understand their customer’s experience in every channel, at every touch point, it’s simply not possible to develop a truly effective marketing program.”

Osborn added, “it’s not just a passing fad.”

“CX design is revolutionizing marketing, and it should,” he said. “It’s more than the flavor of the day. Customers today are in the driver’s seat, largely because of the internet. If companies aren’t offering their customers an optimal experience, chances are, their competitors are. The hard part is putting it all together, and that’s where we see the bulk of our client opportunities.”

Osborn said that McCrave was the natural choice to spearhead the agency’s expanded CX capabilities.

“Nancy has designed, researched and evaluated customer experiences across a variety of categories, including automotive services, financial services and retail,” he said. “Her approach is focused squarely on turning customer problems into opportunities and solutions. She has worked with usability researchers, product managers, stakeholders, third-party vendors, and all facets of large-scale experience design and development teams.”

McCrave holds an MS in library and information science from Drexel University, specializing in the management of digital information, and a BS in applied arts and sciences from Rochester Institute of Technology. She has been a Catalyst employee for over 14 years.

“Most recently, Nancy has undertaken CX engagements for Kroger, DHL, Preferred Mutual, and First Niagara Bank,” Osborn said. “She’s well-qualified to take on this new role, and we look forward to her continued success.”

About Catalyst

Catalyst (www.catalystinc.com) is a marketing agency that helps clients develop more profitable customer relationships. We take the guesswork out of marketing decisions by combining our intellectual curiosity and inquisitiveness with hard-core analytics and measurement.

We call it Science + Soul.

It’s a powerful combination that improves our clients’ marketing, because it yields deeper insights that anticipate customers’ needs better.

Headquartered in Rochester, NY, our clients include AAA, ACI Worldwide, American Family Insurance, Embrace Home Loans, Heraeus Kulzer, Kodak Alaris, Kroger, Preferred Mutual, Rise Broadband, TTI Floor Care North America, University of Rochester, Valvoline, and Xeikon, among others.

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