Roger J Fuhrman

Northern Lights Technology Development

Northern Lights Technology Development (part of Taylor Corporation) is an innovative global technology firm specializing in Information Technology and Business Process Support. We alleviate the strain of technology management from businesses that face challenges in talent acquisition, budget constraints, or lack of infrastructure to support robust IT systems.

Our services are designed to enhance performance, productivity, and user satisfaction, ensuring your technology investment yields maximum returns. We offer cost-effective solutions that include customer communication management, high-volume task processing, and premium graphic design services.

I am responsible and oversee the Go-To-Market (GTM) Strategy for showcasing Northern Lights Services beyond the confines of the Taylor Corporation. This encompasses a wide array of responsibilities such as crafting Marketing Strategies and promotions, managing Sales Operations, deploying top-notch sales and marketing methodologies, generating leads, designing compensation plans, drafting Statements of Work (SOWs), responding to Requests for Proposals (RFPs), and more.

Head of Sales - Marketing

RJF, LLC

I bring a proven knack for innovation and collaboration, fortified by my extensive experience and training in business transformation and leadership. My track record showcases a consistent ability to tackle challenges, mitigate risks, and deliver tangible results. Some of the most demanding situations in my career have allowed me to rally teams around a shared vision and goals, resulting in elevated performance levels. I have the capability to swiftly elevate an existing team and push them beyond their comfort zones.

In today's rapidly evolving digital economy, organizations require leaders like me who possess entrepreneurial skills. These skills transform organizations into incubators for fresh business models, fostering innovation, experimentation, and opportunity exploration.

 My leadership is geared towards crafting actionable strategies that ensure organizations remain vibrant and relevant.

 Throughout my career, I've had the privilege of working across numerous countries, cultures, and with diverse groups of people. These experiences have instilled in me the realization that there are myriad approaches beyond what we're accustomed to at home. I've come to appreciate the power of cultural diversity in problem-solving, the significance of virtual management, and the necessity of venturing beyond one's comfort zone. I firmly believe that adaptability and a willingness to embrace new environments are the cornerstones of successful business leadership.

Independent Consultant

Orangesoft

Orangesoft is a technology partner specializing in helping startups scale and succeed. I assist Orangesoft with their Sales & Marketing strategies to assist their continued growth within North America.

Strategic Advisor

GrowthZone AMS

GrowthZone Association Management Software and ChamberMaster Member Management Software help member-based organizations grow and retain membership, generate revenue, engage and communicate with members and prospects, and streamline their day-to-day operations.

Responsibilities:
SALES
• Develop Strategies for growing business and achieving the company's sales goals
• Lead, inspire, train and motivate the sales team to exceed sales plans and activities
• Ensure team has the knowledge, skills and developmental plans to overachieve in their assigned quotas
• Ensure that all sales opportunities are accurately recorded to enable accurate monthly, quarterly, and annual revenue forecasts
• Manage customer expectations and contribute to a high level of customer satisfaction
• Work closely with the marketing function to establish successful support, channel and partner programs
• Manage key customer relationships and participate in closing strategic opportunities
• Travel when appropriate for in-person meetings with customers and partners and to develop key relationships
• Executive Management/Business Strategy/Cloud Computing

CUSTOMER ENGAGEMENT
• Working with the team on problem solving, coaching on specific opportunities/issues, sharing sales techniques and best practices
• Enhance cross-functional relationships with key business partners -- Marketing, Sales, and Support teams to successfully collaborate on new campaigns, optimize business processes for efficiency, and ensure your team has a deep understanding of GrowthZone offerings
• Data analysis and segmentation; collaboration in building outbound campaigns, content, and processes
• Responsible for managing team metric tracking and analysis, trend review, pipeline/conversion tracking
• Direct supervisor for Engagement Team, providing guidance on negotiations and discounts recommendations/approvals 
• Maintain 97% Revenue Retention

Company was acquired by Lead Edge Capital.

Executive Vice President Of Sales & Customer Success

Open Access Technologies, Inc.

Open Access Technologies (OAT) is an economical, high-volume, secure document remediation/conversion services to ensure all your documents are fully accessible and usable for individuals using assistive technologies.
 
Responsible for;
Developing and implementing the enterprise sales strategy to exceed revenue targets, including the demand generation plan and sales process for both our direct and partner channels.

Cultivate and develop a winning culture through performance expectations, driving the right behavior to develop a pipeline, direction, transparency, and proactive communication.

Collaborate with internal stakeholders to define strategies and initiatives to grow revenue, and manage the execution and results.

Establish strategies for improving productivity, both in volume and overall customer lifetime value, through our land and expand sales process.

Drive sales negotiations, craft sales positioning and presentation approach, assist with proposals and pilots, and help drive the pipeline for high-profile “strategic” accounts. Create, improve upon and audit sales processes and support resources (e.g., tip cards, talk tracks, FAQs) through formal training programs and management coaching.

Develop and generate reporting to track all key sales metrics for the organization, including forecasting and pipeline management with SFDC.

Company was acquired by Crawford Technologies.

Executive Vice President Sales & Marketing (Contract)

Siteimprove

I direct  the day to day sales efforts of Siteimprove (a comprehensive cloud-based Digital Presence Optimization (DPO) International Sales software company), including business development, sales strategies, operations, training and development, and client satisfaction.

Some of my key accomplishments are listed below:
•	Created and implemented a new Operations Department and Partnership Channel Team, Enterprise Sales, and Consultant Team, including providing business and operational process improvements to increase efficiencies, streamline processes, and ultimately increase revenues.
•	Spearheaded the procurement and implementation of SalesForce a Customer Relationship Management tool (CRM) providing increased visibility, sales planning, account management, and business development tools.
•	Increased sales in excess of 55% year over year consecutively for the last six years.
•	Lead the training and development of office associates including customer satisfaction, policies and procedures, sales techniques, account management and business development resulting in an increase of office employees from 155 to 180.

Company acquired by Nordic Capital.

Executive Vice President

As Vice President of Sales and Marketing, I executed business development strategies to build comprehensive sales and marketing teams in the United States, Canada, Australia, Ireland, Scotland, and the UK to ensure that the organizational and sales goals of the organization were met.

During this period of major growth for the company, I accomplished several key achievements such as:
•	Reporting directly to the CEO, assisted in the growth of the office team from 36 associates to 155.
•	As an active member in the Executive Management Team, directed the planning and strategic sales and marketing direction for the company ensuring maximum impact on sales while providing world-class customer service to our clients.
•	Recognized by management for operational excellence and a keen focus on strategic development, business process improvements, and client satisfaction.

Vice President of Sales and Marketing

During my tenure as Director of Sales and Marketing, I developed and implemented front-end business processes that improved sales and operational sales functions within the organization.

During this timeframe I accomplished several critical tasks including:
•	Created and actualized Omni—channel marketing strategies that aligned with organizational sales objectives and resulted in increased ROI (Return on Investment). 
•	Collaborated in the interviewing, hiring, and training and development of new associates which increased the office from 7 associates to 36.
•	Optimized consultative selling sales processes, technologies and effectiveness through gap assessments and process re-engineering which resulted in a significant increase in sales and profitability.

Director of Sales & Marketing

Interlog USA, Inc/American West/ZLN

As Director of Customer Relations/Inside Sales I led the Marketing & Communications, Customer Service and Account Management departments of a company which supplied clients with reliable, cost effective and secure freight solutions for their businesses.

Some of my key accomplishments are listed below:
•	On-boarded, trained, and developed a team of Inside Sales Representatives, Customer Service Supervisors as well as assigned staff in Los Angeles, Dallas, and Minneapolis.  
•	Implemented sales and marketing strategies that increased frequency of orders with existing accounts by 12% and grew new sales by 6% within first year.

Director of Customer Relations/Inside Sales

With over 25 years of experience in global sales, business transformation, and strategic marketing, I currently lead sales and marketing initiatives at Northern Lights Technology Development. Our team specializes in scalable IT and business process solutions, empowering organizations to optimize performance and productivity. My expertise in SaaS, CRM, and complex sales methodologies ensures tailored and cost-effective strategies that prioritize client satisfaction and growth.  

Collaborating with cross-functional teams, we design and implement revenue-focused strategies, leveraging data-driven insights to enhance customer acquisition and retention. Concurrently, as an Independent Consultant for RJF, LLC, I contribute to organizational transformation by enabling teams to achieve ambitious goals. My passion lies in fostering innovation and delivering measurable outcomes for businesses navigating the complexities of today's digital economy.

Director of Sales

Northern Lights Technology Development (part of Taylor Corporation) is an innovative global technology firm specializing in Information Technology and Business Process Support. We alleviate the strain of technology management from businesses that face challenges in talent acquisition, budget constraints, or lack of infrastructure to support robust IT systems.

Our services are designed to enhance performance, productivity, and user satisfaction, ensuring your technology investment yields maximum returns. We offer cost-effective solutions that include customer communication management, high-volume task processing, and premium graphic design services.

Benefits of partnering with us include integrated, reliable, and flexible technology solutions delivered on time, tailored to your business needs. We leverage cutting-edge technologies and deep industry insights to address modern challenges, enabling a seamless transition and optimization of your operations.

Our clientele ranges from startups to established corporations seeking to outsource IT and business processes for greater efficiency. We boast a track record of success, evidenced by KPIs such as reduced operational costs by up to 30%, improved customer satisfaction rates by 25%, and on-time project delivery at a consistent rate of 98%.

What an incredible experience sponsoring and exhibiting at the Health & Beauty Summit in Los Angeles! 🚀✨ Retail Summits

I had the absolute privilege of connecting with some truly inspiring thought leaders who are shaping the future of health, beauty, commerce, and technology. 

The energy, innovation, and collaboration in every conversation were unmatched.

Just a few of the amazing people I had the opportunity to connect with:
 • @Wei Zhang from Senju USA, Inc.
 • Julie Phok, L.Ac from Golden Phase Acupuncture
 • Ryan Bantu from Gods and Mony
 • Lama Mansour from Soteri Skin
 • Tiffany Scalia from Erva Brew Co. Co
 • Aaron Chen & Haoxiong Li(Bruce) Li from 17TRACK
 • Vellaichamy Shunmugavel from K M Digi Commerce Pvt. Ltd.
 • Dr. Aaron U. L.. from Emerging Transformational Ventures ETV GLOBAL, INC..
 • Kyle Steg from Genius Monkey
 • Madan Bharadwaj from M-Squared | M^2
 • Raffaella Camera from Private Equity LP, Strategic Advisor Immersive & Gaming
 
These conversations reaffirmed just how much innovation is happening at the intersection of Health, Beauty, AI, eCommerce, and Digital Experience. 

Huge thank you to everyone who stopped by, shared insights, and explored what’s next together.

Already looking forward to the next one! 🙌
#HealthAndBeauty #eCommerce #RetailTech #AI #DigitalGrowth #Innovation #SocialCommerce #LosAngeles #Leadership

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Retail Summits

Senju USA, Inc.

Acupuncturist | NY & LA | Golden Phase Acu

Gods & Mony

Welcome to the Authenticity of Masculinity and the heritages of Curative Culture from the boldest mens lifestyle Brand In over 100 years.

Co-Founder | CMO, Soteri Skin Inc.

Soteri Skin

Co-Founder at Erva Brew Co.

Erva Brew Co.

Solutions Expert @ 17TRACK | Order Tracking, Logistics, Post-purchase

Co-founder @ 17TRACK (now part of Dianxiaomi Group) | Vice President, Shareholder & Strategic Advisor @ Dianxiaomi Group | Driving North America SaaS Expansion (ERP 4Seller & JF WMS)

17TRACK

K M Digi Commerce Pvt. Ltd.

➥Founder Transformational Ventures| ➥CEO NKore BioTherapeutics, Inc.| ➥Private to Public $1B M-Cap, M&A| ➥AI, Biotech, FinTech, Telecom, Aero| ➥PhD, MSAE, BSEE, FAA Cert. ATP| ➥Author, Inventor, YPO

Emerging Transformational Ventures ETV GLOBAL, INC.

Account Executive at Genius Monkey

Genius Monkey

Marketing Measurement Expert & Entrepreneur

M-Squared | M^2

Senior Executive | Strategic Growth & Partnerships across Entertainment, Gaming, Immersive and Lifestyle

LinkedIn Top Voice | Experienced GTM eCommerce Sales & Marketing Consultant with extensive experience in Custom Application Development and Business Process Outsourcing Solutions

A few weeks ago, I had the privilege of moderating an incredible panel of Health & Beauty leaders at Retail Summits Los Angeles—and the energy in the room was electric.

We dove into how today’s most innovative brands are harnessing short-form video and social commerce to drive growth, deepen engagement, and meet customers exactly where they shop. 

From the rise of TikTok Shop to the power of Instagram Reels and YouTube Shorts, it’s clear that seamless, in-video shopping is no longer the future—it’s now.

Huge thank you to this all-star panel:
 ✨ Emily-Jean McDonagh, Director of Consumer Engagement at Bansk Beauty
 ✨ Jack Nalbandyan, Head of Paid Media at Truly Beauty
 ✨ Valerie Enriquez, Global Creative Director at Milani Cosmetics
 ✨ Yana Shekhter, Senior Brand Marketing Director at A-Frame Brands

Thank you all for sharing your insights, strategies, and real-world wins. The future of social commerce in Health & Beauty is incredibly bright—and we’re just getting started. 🚀

You can watch my Video Highlights: https://lnkd.in/gFaidi-m

#HealthAndBeauty #SocialCommerce #RetailInnovation #ShortFormVideo #eCommerce #RetailSummits

TikTok Shop

Instagram

YouTube

Director of Brand Marketing | Community Architect

Bansk Beauty

Head of Paid Media & Growth

Truly

Head of Creative | Global Creative Director at Milani Cosmetics

Milani Cosmetics

Senior Brand Marketing Director | Building & Growing Culturally Resonant Consumer Brands | A-Frame Brands

A-Frame Brands

Wanted to thank Skol Marketing & Pavilion for a wonderful networking event in Hopkins last night.  Was able to visit with new and old connections.
Marty Johnson Kate Holman Ben Theis Chris Robinson and many others!
Northern Lights Technology Development

Skol Marketing

Pavilion

Helping builders solve their storage and organization challenges through profit-driving technology.

Website Designer | Small Business Love | Golden Retriever Energy

Helping Businesses Fill the Marketing Gaps That Cost Them Growth | CEO of Skol Marketing, Sports Legends USA & Tailgate Spices | Speaker & Strategist

VP / Director of Marketing | Creative & Digital Strategy | Performance Marketing | Customer Experience | Content & Marketing Operations | Left-Brain/Right-Brain Leadership

Happy Thanksgiving everyone!!
Los Angeles Rams  #FuhRams

Los Angeles Rams

Ready… set… Q1!

I’m kicking off 2026 with a travel schedule that looks like a cross between a business roadmap and a game of “Where in the World is Roger J Fuhrman?”

From coast-to-coast industry summits to niche meetups packed with brilliant founders, innovators, and beauty/retail/eCommerce changemakers—you’ll find me soaking up insights, sparking conversations, and probably consuming far too much airport flat Diet PepsiCo.

If you’ll be at any of the events in my Q1 lineup (see image!), let’s connect.
 If you won’t, feel free to send snacks, encouragement, or TSA-approved pep talks.

Here’s to a quarter filled with big ideas, bold brands, and building what’s next.

Let’s make 2026 unforgettable! 🚀✨
Northern Lights Technology Development

PepsiCo

Ever noticed how real business happens when the suit jackets come off and the dinner plates come out?

Tonight, it’s not another conference or a loud mixer.

Just a private table, a handful of top minds from Health & Beauty, eCommerce, and Retail, right here in Los Angeles.

No big production—just unfiltered conversation and real connections.

We’ll trade stories about what’s working, what’s keeping us up at night, and where the industry is actually heading.

Honest talk about the trends shaping our world.
And maybe even a little debate.

I’ll also share how Northern Lights Technology Development  helps brands like theirs with tech and staff augmentation.

Not with buzzwords, but with real-world solutions that make teams stronger and businesses faster.

Who knows, the best ideas usually show up between courses.

What’s the one trend you wish more leaders actually talked about out loud?

"We don't need more tools?  We need OUTCOMES!"
Contact me to learn more.

Looking to reconnect with my colleagues at Manifest: The Future of Supply Chain & Logistics Vegas!

Want to attend and receive a $200 Discount - Click here: https://lnkd.in/eAUfSm_i (https://lnkd.in/eAUfSm_i

Manifest: The Future of Supply Chain & Logistics

🚨 ALERT: Black Friday Has Entered the Chat 🚨
And so has every #eCommerce store’s yearly panic attack. 😅

While shoppers are warming up their clicking fingers and practicing their “add to cart” reflexes, Northern Lights Technology Development is over here stretching like we’re about to run a marathon with your tech stack on our backs.

Because let’s be honest...
🛍️ Holiday eCommerce season isn’t a sprint.
🛒 It’s not even a marathon.
🎄 It’s a 12-round cage match with your website, your integrations, your database, and that one API that always decides to “take a break” at the worst time.

But fear not!
At Northern Lights, we’re basically the tech elves you didn’t know you had:

✨ We fix bottlenecks faster than shoppers empty a Costco pallet of TVs
✨ We tighten up slow sites like they’re trying to fit into pre-Thanksgiving jeans
✨ We stabilize integrations like we’re talking your in-laws off a holiday-dinner argument cliff
✨ We help brands scale so you can ride the Black Friday → Cyber Monday → December Madness wave without falling off the surfboard

If your eCommerce platform is already sweating… you’re not alone.
But you're also not without backup.

So here’s to the season of traffic spikes, record sales, and “Why is everything loading so slow?!” DMs.

Let’s make sure this holiday rush is your biggest win—not your biggest meltdown.

🎁 Happy Early Black Friday, everyone. Ready when you are.
— Northern Lights

I still remember the first time a client asked me, "Can you just make our Shopify store... work?"

Not "optimize." Not "scale."

Just work. As in, stop breaking. Stop confusing customers. Stop making the team want to pull their hair out.

It was a wake-up call. Because for all the talk about innovation and digital strategy, sometimes the biggest win is just making things simple.

We dove in. Cleaned up the product catalog. Fixed the checkout flow. Automated the boring stuff.

No magic. No secret sauce. Just a relentless focus on the basics.

And you know what? Sales went up. Customer complaints dropped. The team started smiling again.

Funny how often we chase the next big thing and forget the power of getting the fundamentals right.

If your eCommerce feels stuck, maybe it's not about the next app or integration.

Maybe it's about making it work. Really work.

Anyone else ever feel like the basics are underrated?

Northern Lights Technology Development

Shopify

A few weeks ago, Northern Lights Technology Development had the privilege of hosting an exclusive dinner with Health & Beauty leaders in the Los Angeles area at Fleming's Prime Steakhouse & Wine Bar — and it was truly an unforgettable evening of conversation, connection, and insight.

Our special guest, Rachel McFarland, Founder of Electro Group and CMO of Alimony Denim, delivered an inspiring and insight-packed session. With 20+ years of experience spanning startups to global icons, Rachel brought both strategic vision and hands-on execution to the table.

Rachel shared how today’s most innovative brands are transforming marketing trends into meaningful customer connections, covering key topics such as:
✨ Balancing data, technology, and human connection in your marketing
 ✨ Using AI and personalization to build authentic relationships—not just automation
 ✨ Moving beyond demographics to uncover what your customers truly need
 ✨ Empowering partners and users to become your brand’s biggest advocates

If you’re interested in receiving Rachel’s presentation, simply DM me and I’ll be happy to forward it your way.

Grateful for such an incredible group of leaders and an evening full of powerful takeaways!

Fleming's Prime Steakhouse & Wine Bar

Brand Leader | Strategic Brand Marketing & Communications. Every story has a spark - ignite your spark.

Alimony Denim

You know what nobody tells you about digital transformation?

It's exhausting.

Not just for the IT team, but for everyone. Sales, marketing, ops, even the folks who just want to do their jobs and go home.

Change is hard. Even when it's for the better.

I've watched teams go from excitement to frustration to, finally, acceptance. Sometimes it takes months. Sometimes years.

But here's the thing: the struggle is part of the process. If it feels easy, you're probably not changing much at all.

The real breakthroughs come after the late nights, the tough conversations, the moments when you wonder if it's all worth it.

And then, one day, you look up and realize things actually work. Customers are happier. The team is less stressed. The numbers start to move.

That's when you know the pain was worth it.

So if you're in the middle of a messy transformation, hang in there. You're not alone.

And if you ever want to swap war stories, my inbox is open.

Last weekend, I had the luxury of attending another Los Angeles Rams game vs. the Arizona Cardinals Football Club. What an amazing experience.  

The fans were amazing and so friendly. I then realized that most of them are "snowbirds" from the Midwest.

Rams win this weekend against the Detroit Lions, the Rams are in the Playoffs!

Arizona Cardinals Football Club

Detroit Lions

I just secured my spot at Be+Well New York (Mar 8-10, 2026). Now I need my people there with me.

Because learning is better with your work bestie, walking the show floor is more fun with a buddy, and we both know our craft deserves this investment.

Wanna join me? Learn more and register here: https://lnkd.in/gKPQJPwv

You ever notice how the word "transformation" gets thrown around like confetti at a parade?

Every company claims they're doing it. Digital transformation. Business transformation. Pick your flavor.

But the reality is, most of the time, it's just a new tool slapped on top of old habits.

I've seen it up close. Teams invest in shiny SaaS platforms, custom apps, the latest CRM. The tech is impressive. The pitch decks are beautiful.

But then... nothing really changes. Sales numbers plateau. Processes get a little faster, maybe, but the real pain points? Still there, lurking under the surface.

Here's the uncomfortable truth: transformation isn't about the software. It's about the people willing to rethink how they work, every single day.

It's about leaders who ask, "Why do we do it this way?" and actually listen to the answer

I repeat - It's about leaders who ask, "Why do we do it this way?" and actually listen to the answer!!

It's about the late-night Slack messages, the awkward first attempts, the small wins that add up over time.

I've watched organizations double their eCommerce revenue not because they bought the fanciest tech, but because they got honest about what was broken.

And then they fixed it. Piece by piece. Sometimes painfully.

So next time you hear someone say "transformation," ask them what they're really changing.

Chances are, the answer isn't in the software at all.

Curious if anyone else has seen this play out? Or am I just the guy yelling at clouds again?

Every so often, I get a call from a client who’s at the end of their rope.

Sales are flat. The team is burned out. The tech stack is a Frankenstein’s monster of old and new. Halloween is longggg gone baby!

They want a silver bullet. A magic app. Some secret sauce that will fix everything overnight.

I wish it worked that way.

But real change? It’s messy. It’s slow. It’s a hundred small wins that add up over time.

I’ve seen companies turn things around by focusing on the basics: better data, clearer processes, actually listening to their customers.

It’s not glamorous. But it works.

So if you’re feeling stuck, maybe don’t look for the next big thing. Look for the next right thing.

And if you’ve been through a turnaround, I’d love to hear what made the difference for you. Sometimes the smallest shift can change everything.

If you’re in health and beauty eCommerce and not in LA today, you’re about to have major FOMO.

The Health & Beauty Summit is happening right now, and Northern Lights Technology Development is right in the middle of it all—proud sponsor, exhibitor, and, frankly, kind of excited to hear what’s next for this industry.

There’s something about being in a room with real doers.
The kind who skip the buzzwords and actually move the needle.

The agenda?
A power lineup of speakers who aren’t afraid to share real stories—breakthroughs, heartbreaks, and what’s actually working (and not working) in the trenches.

Not the stuff you get from a Google search, but the kind of honest talk that makes you rethink the way you do business.

I’m looking forward to soaking it all in—because this industry isn’t just moving fast, it’s getting smarter.

Direct-to-consumer models, new tech, changing customer habits... there’s something here that’s about to reshape the future.

Not in the room?
You’re missing the kind of insights you won’t find on any website.

But hey, there’s always next year.

What’s one big question you wish you could ask today’s top eComm leaders?

Retail Summits  Sandrina Glanz  Charles Fathers

Client Success | Post-Sale Account Management | Project Management | Online Business Operations Management | Digital Marketing | E-Commerce Events

CEO at IC SUMMITS

Let me tell you, nothing humbles you faster than a failed app launch.

You spend months building, testing, tweaking. The team is excited. The client is excited. You hit "go" and... crickets.

Or worse, bugs. Angry emails. The kind of feedback that makes you want to crawl under your desk.

I've been there. More than once.

But here's the thing: every flop is a lesson in disguise. You learn what users actually care about (hint: it's rarely the feature you obsessed over).

You learn how to communicate, how to listen, how to pivot fast.

And if you're lucky, you learn to laugh about it. Eventually.

Innovation isn't a straight line. It's a messy, unpredictable, sometimes painful process.

But if you stick with it, if you keep showing up, you get better. The apps get better. The outcomes get better.

So if you're in the middle of a flop, hang in there. You're not alone.

And honestly, the best stories come from the projects that almost broke you.

view.highspot.com

Northern Lights Inventory Application Redesign Case Study

🦃➡️🛒 Happy Black Friday, everyone!

That special time of year when perfectly normal, mild-mannered adults suddenly transform into Olympic-level sprinters the moment a 70% off sign appears.

I just saw two strangers form a temporary team alliance to lift a 65” TV... only to break the alliance 14 seconds later when they realized there was one left.
Truly inspirational teamwork. 💪😂

Whether you're braving the stores, shopping from the safety of your couch, or simply enjoying the show from afar, may your deals be plentiful and your elbows be sharp (just in case).

Stay safe out there—and remember:
The real doorbuster is the friend you made in line at 4 AM... who then ghosted you when the PS5 hit the shelf.

Happy shopping! 🛍🔥

You ever walk into a retail store and just feel... stuck in time?

Like the music is from 2012, the displays are tired, and the staff is doing their best but the tech is fighting them every step of the way.

I see it all the time. Especially in fashion and apparel. 

The world outside is moving at breakneck speed. Mobile apps, AI, same-day delivery, personalized everything. But inside those four walls, it can feel like nothing has changed since the last iPhone with a home button.

And I get it. Change is expensive. Change is risky. Change is exhausting when you already have a thousand other things to worry about.

But here’s the thing: the customer doesn’t care about your excuses. They just want it to work. They want to find what they need, pay quickly, maybe get a recommendation that actually makes sense. 

If your tech is holding you back, it’s holding your customers back too. And they’ll remember that. 

So, what’s the smallest thing you could change this quarter? Not a full overhaul. Not a million-dollar project. Just one friction point removed. One process made easier. 

Sometimes, that’s all it takes to start the momentum.

Curious what others are seeing out there. What’s the most outdated thing you’ve run into in retail lately?

No alternative text description for this image

Sun Country Airlines

Senior Director, Customer Service

Director Of Customer Service

Midwest Contact Center Association

Midwest Contact Center Association is a contact center group that has been put together by contact center professionals for contact center professionals. The focus of the association is to bring together contact center professionals with the common goal of education, collaboration, and networking.

Board Member

Vistio

Create content for the contact center community as part of the Vistio Knowledge Collective.

Advisor

UCare

I am responsible for Managing the Customer Service team with a focus on customer experience and operational outcomes as well as Customer Service Vendor Oversight. I strive to lift the team up, help them develop and grow, while also improving the relationships we have with our partners. Finding and empowering the right people while building the right culture creates our success. At the same time, we use data and analysis to identify opportunities to improve process for our customers and team members.

Customer Service Manager & Vendor Oversight

InstyMeds

I manage a contact center that providers 24/7 patient support and claim processing. We are focused on creating a positive experience and helping patients get the medicine they need to feel better. I am responsible for all management duties including but not limited to: 
Delivering a positive customer experience
Meeting call center goals
Recruiting and hiring 
Coaching and performance management 
Process improvement 
Contracting and billing standards
Leadership development and training

Running a team that operates 24/7/365 has been an awesome challenge! It has given me the opportunity to hone my skills in individual coaching and development, effective/creative communication, developing/delivering training, scheduling and forecasting.

Manager, Patient Service Center

Medica

I was asked to build a new team and service model that would support an innovative new product called My Plan by Medica. This was a first of its kind private health insurance exchange that utilized a defined contribution model. My team was responsible for interacting with customers, clients, health care providers, vendors and internal stake holders. 

I worked with our technology vendor and internal stakeholders to develop the product, deliver IT enhancements, and improve processes to stay ahead of the competition. 

I managed a team of 8 - 12 employees, client relationships, and several vendor relationships with impacts to both service and operations.

Supervisor, Total Service Team

With over 15 years of experience in the contact center industry, Jeremy is recognized for collaborating with industry experts and professionals to champion best practices, foster innovation, and drive the evolution of contact center strategies. He is dedicated to advancing the industry's standards and promoting continuous improvement in customer service. Jeremy has a history of building teams from the ground up, supporting new product launches, leading through times of both crisis and historical growth, and fostering an environment that encourages both individual and collective success. 

With a deep focus on enhancing the customer experience, Jeremy is dedicated to staying at the forefront of industry trends and leveraging his expertise to contribute to the success of the contact center community. Jeremy talks about leadership, networking, customer experience, employee experience, and all things contact center.

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