Principal at ESL Insights, LLC., Claire had an extensive and successful career at Xerox Corporation where she was involved in field and customer support primarily in the New York area.  As part of the local Senior Leadership Team, her responsibilities included: Executive coaching of senior staff to improve operational performances. Technology deployment to service engineers including laptops, electronic documentation and diagnostic software systems, and digital radios. New product launches including digital multi-function and color copiers/printers. Implementing quality training for service work groups and first line managers. Managing support staffs as well as a customer complaint hotline. Throughout her career at Xerox, one of Claire's primary areas of focus were in using data and metrics to improve operational productivity and in understanding the drivers of customer retention and loyalty.  Additionally, Claire has an extensive background in the areas of TQM and Six Sigma, organizational development, and change management. In every research assignment, Claire draws on this background in both designing the research and in interpreting the results. Her insights into customer needs and expectations enable her to identify the “what” and “why” behind what consumers are saying.   Her operational experience is invaluable in identifying the implications and potential areas of concern behind business-to-business and consumer initiatives. And as both a strategic thinker and a "hands-on" implementer, Claire is able to provide counsel and recommendations including identifying the appropriate "next steps" in operationalizing the learning. Professional Affiliations Claire is a member of the Association for Services Management International (AFSMI).  She and her EMEA partner co-hosted a portion of the 2006 Summit Meeting in Orlando, and has been gratified to see the work that she, and another of other key players did at that time, has been incorporated in the new, for-profit structure. Claire's Fascinating Hobbies Claire is an avid participant in outdoor sports: hiking, skiing, or cycling according to the season.  Claire recently achieved one of her life goals by finally completing her first Century (100 miles) bicycle tour in 2006; in July 2007 and 2008, Claire completed the Seattle-to-Portland Bicycle Classic, cycling the 204 miles in 2 days.   In 2008, Claire completed her first Hog Loppet, a 21-mile high country ski from Mission Ridge to Blewett Pass and plans to do the same in 2009. Claire is a gourmet cook and particularly enjoys pairing what she cooks with a great wine.  She finds that the Pacific Northwest provides a treasure trove of unique ingredients for gourmet fare to say nothing of world-class wines.