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John Haller

I specialize in transforming customer experiences to help businesses generate long-lasting and profitable customer relationships. By combining deep customer data, research and feedback, I produce actionable insights and standout experiences that align with your business goals and customer expectations. 

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With a track record of leading diverse teams from strategy to execution, I’m here to drive meaningful results across all phases of your transformation journey. Let’s work together to create exceptional experiences that make a real impact.

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10+

Years of Management Consulting Experience

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Customer Experience Expert​

Product Strategist & Manager

Services

Customer Experience (CX)​

Let me help you...

So that you can...

  • Define your customer experience vision and strategy

  • Create your customer personas

  • Design your end-to-end customer journey maps

  • Perform a voice of the customer (VoC) assessment

  • Assess your CX tools and technology

  • ​Define your omnichannel / self-service experience

  • Identify AI tools that can help your customers

  • Assess your customer support operations

  • Build a customer listening and feedback loop

  • Align customer objectives within your organization

  • Understand your customer expectations and needs

  • Establish your customer lifecycle and moments that matter

  • Identify customer pain points and opportunities 

  • Streamline and manage your customer experiences

  • Increase customer engagement and reduce call volume

  • Stay ahead of competition and disrupt your industry

  • Reduce customer cost to serve and drive efficiency​

  • Drive continuous improvement and customer success

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connect with your customers and improve satisfaction, loyalty and retention

Product Strategy & Management

Let me help you...

So that you can...

  • ​Conduct your market and competitor research

  • Define your product strategy, vision and roadmap

  • Create your value proposition and business case​

  • Design your future state experience architecture

  • Optimize your processes and workflows

  • Build your backlog of features and requirements​

  • Manage a scrum team as your product owner 

  • Streamline your project management office (PMO)

  • ​Define your testing and change management strategy

  • Determine product positioning and differentiation

  • Instill confidence within your organization and team

  • Secure investments for product development

  • Accelerate user testing and feedback

  • Improve internal efficiency and customer satisfaction​

  • Manage product delivery through agile methodologies

  • Ensure high quality, on-time delivery of your product​

  • Ensure program delivers on KPI targets

  • Increase digital adoption and ensure successful go-live

deliver high quality digital experiences and drive your business objectives

Experience

I have helped dozens of businesses across various industries define and achieve their business goals through CX and product transformation, with projects spanning anywhere from 8 weeks to 1+ year. Below is a non-exhaustive list of my work and impact (references available by request)

Core Industries Served

  • Insurance

  • Manufacturing

  • Consumer Products

Qualifications

Fortune 500

Building Materials Manufacturer

Challenge
A B2B enterprise was facing inefficiencies in their quote-to-cash process, leading to delayed order fulfillment, inconsistent tracking, abandoned orders and rising customer complaints. The fragmented systems created bottlenecks, frustrating both customers and internal teams. Leadership needed a clear plan to address these challenges but lacked alignment on a solution.

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Solution
I led market research, surveys, and 30+ customer interviews to build detailed customer journey maps and develop a Voice of the Customer to uncover key pain points. With these findings, I worked closely with C-suite executives to craft a roadmap of opportunities that included implementing a B2B commerce platform and a Salesforce case management system.

 

As the Product Owner of the case management solution, I detailed the vision and defined business and tech requirements. I led cross-functional scrum teams to deliver the solution leveraging Salesforce Service Cloud, driving collaboration, adoption and a successful go live.

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Impact
The new systems streamlined the quote-to-cash process, reducing customer complaints by 33% and improving order transparency. Internal teams became more efficient, resolving cases 29% faster and communicating more effectively. Most importantly, customer satisfaction rose 18%, trust was restored, and the company established a stronger foundation for long-term growth.

Fortune 250 

Group Insurer

Challenge
A large enterprise was embarking on a $30M customer service transformation to improve operations and stay ahead of evolving customer expectations and industry disruption. However, despite this investment, they struggled to fully understand how to enhance the customer experience. Their call center was overwhelmed with routine inquiries, resulting in long wait times and declining customer satisfaction and needed operational improvements. Leadership needed clarity on how to translate this transformation into tangible improvements for both customers and the bottom line.

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Solution
To address these challenges, I conducted a comprehensive market and competitor analysis to identify customer trends and areas where the company could lead in innovation. I also facilitated customer focus groups, gathering direct feedback to help design a more seamless, user-friendly experience. These insights shaped the development of a customer self-service portal powered by conversational AI.

 

As Product Owner, I managed a scrum team of 15+ people to deliver the portal, while ensuring alignment across leadership and cross-functional teams such as marketing, IT, and customer support. By working closely with executives and department heads, I ensured the new portal met technical requirements and was fully integrated into the broader service strategy.

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Impact
The self-service portal led to a 22% increase in customer satisfaction (CSAT) and over $3M in year-over-year call center savings by reducing the volume of routine inquiries. The project not only streamlined operations but empowered customers with faster, more convenient service. This initiative solidified the company’s position as a leader in customer experience, staying ahead of industry disruption and evolving customer demands.

Fortune 250

Medical Equipment Manufacturer

Challenge
A global company was facing inefficiencies in its call center operations, which spanned five locations across different regions. The organization struggled with inconsistent processes, outdated technology, and high operational costs, leading to customer frustration and inefficiencies in field service operations. Leadership recognized the need to streamline processes and optimize performance but lacked clarity on where the biggest improvements could be made.

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Solution
I led an in-depth analysis, conducting over 25 interviews and 100+ surveys across five global call centers to uncover operational bottlenecks and identify opportunities for improvement. This research highlighted areas for process improvements, technology upgrades, and more effective utilization of full-time employees (FTEs).

 

Additionally, I analyzed field service processes and technology to address issues related to scheduling inefficiencies and communication breakdowns between call centers and cost centers. My recommendations focused on improving scheduling systems and implementing better communication tools to ensure smoother coordination and higher productivity.

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Impact
As a result of these initiatives, the company identified over $5M in estimated cost savings through process improvements, technology enhancements, and FTE optimization. The improvements also led to more efficient field service scheduling and enhanced communication between call centers and cost centers, resulting in better coordination and faster service delivery. These changes reduced operational costs and positioned the company for long-term, scalable growth.

Top 5

US Paint Manufacturer

Challenge
A large paint manufacturer was seeking to expand into the online paint market but faced the challenge of navigating a complex B2B2C landscape with varied customer segments, including independent retailers, contractors, designers, and end customers. The company needed a clear strategy to understand the financial implications of this expansion and a plan to create a differentiated eCommerce experience that catered to each customer group. Leadership sought a roadmap that balanced innovation with practicality while providing a strong return on investment (ROI).

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Solution
 

I developed a comprehensive eCommerce strategy, beginning with a detailed and flexible financial model for C-suite executives. This model allowed them to analyze costs, benefits, and potential ROI of entering the online market while being adaptable to changes in market conditions and business priorities.

 

To tailor the eCommerce experience to the unique needs of each customer segment, I created detailed customer personas and journey maps for independent retailers, contractors, designers, and end customers. After developing these journey maps, I performed a Voice of the Customer (VoC) analysis to gain deeper insights into their specific needs and preferences. This analysis further informed the design of a seamless, differentiated online experience.

 

Additionally, I helped lead an "art of the possible" workshop to explore innovative solutions and align the design with both customer needs and business goals. This collaborative approach ensured that the final eCommerce strategy was not only visionary but also practical and achievable.

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Impact
The financial model provided leadership with the clarity and flexibility to make informed decisions about their eCommerce expansion, ensuring alignment with business goals and market opportunities. The proposed eCommerce experience positioned the company to offer a distinctive and value-driven platform for its diverse B2B2C customer base. This strategy not only set the foundation for profitable growth in the online market but also allowed the company to differentiate itself in a competitive space, ensuring it could meet the evolving needs of its customers across all segments.

Approach

I approach every challenge, opportunity, and initiative with a customer-first mindset, leading with empathy and asking the right questions to achieve the most valuable outcomes for both the customer and the business

01.

THE WHO​

​Understand your target audience including their needs, goals, behaviors and emotions

02.

THE WHY

Determine the value for your business and why it matters to act now

03.

THE WHAT

​Determine the experience, solution and technology that will achieve your KPI targets

04.

THE HOW

Create the roadmap and action plan, identifying key roles and responsibilities on your team

Get in Touch

johnhallercx.com

  • LinkedIn

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