Kerri K. Nelson
CEO & President
Kerri K. Nelson co-founded CustomersFirst Now, LLC (CFN) with Jerre L. Stead to create a Customer Delight company based on a proven CustomersFirst approach. She has spent the past 20 years leading and creating customer-facing strategies and operations to improve both Customer Delight and Colleague Engagement with the result being improved financial performance.
Prior to CFN, Kerri was Senior Vice President, CustomersFirst and Customer Care, overseeing global, company-wide strategies and operations for IHS, Inc. Over her five-year tenure, Kerri led the company to a 44% customer delight improvement that was a major contributor to the company’s revenue growth, from $844M to $1.8B. Kerri led critical operations including scaling Customer Service, Order Management, Product Delivery and Acquisition Integration that resulted in 35% productivity improvements. As part of her operational responsibilities, Kerri formed three Centers of Excellence in Englewood, CO, Bracknell, UK and Penang, Malaysia to house customer-facing and finance processes in order to improve productivity, costs and Customer Delight. In support of these initiatives, she also launched a comprehensive CustomersFirst program that included a robust and integrated customer survey process, effective internal and external communications, and company-wide actions and investments to address customer feedback.
Kerri was responsible for launching and overseeing IHS’s Big Data Analytics strategy. This strategy focused on building scale and organic revenue growth by providing customers with predictive analytics on demand to solve key business issues across four industries (Energy, Chemical, Transportation and Electronics). She created and grew an analytics team in Bangalore, India that became a source of revenue and a profit center within its first year of operation.
Prior to joining IHS in April 2009, Kerri held several senior management positions including Senior Vice President of Customer Experience for Dun & Bradstreet (D&B). She focused on creating a more customer-centric culture and scaling key operational processes, thus improving D&B’s customer satisfaction results and reducing costs. She also spent time improving the revenue performance of the company by growing their risk management, technology solutions 15% annually while driving D&B’s information quality strategy across all product lines.
In addition to corporate leadership, Kerri was the Deputy Chief Recovery Officer for the State of Colorado Governor’s Office in 2013. She partnered closely with State, Local and Federal departments to build a Recovery Office with an integrated recovery approach, metrics and long term plan for the September 11 Flood that impacted 24 counties, 2,000 square miles and over 28,000 Coloradans.
Kerri is a graduate of The University of Iowa, Iowa City, Iowa.