Kerri K. Nelson
CEO & President
Kerri K. Nelson is the Co-Founder and CEO of CustomersFirst Now, LLC. As a top CX implementation firm, CFN helps companies implement core components of their CX programs, such as journey maps, CX scorecards, surveys, and training.
Kerri has spent the past 20 years leading Customer Experience, Customer Care, VOC and other customer-facing operations that have resulted in consistent and greatly improved financial performance at global, billion dollar companies.
Prior to CFN, Kerri was Senior Vice President, Customers First 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 Care, 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 Customers First program that included a robust and integrated customer survey process, effective internal and external training and communications, and company-wide actions and investments to address customer feedback.
Kerri was also 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 – 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.
Follow Kerri on Twitter @KerriKNelson or LinkedIn at https://www.linkedin.com/in/kerri-k-nelson-47657b2/