Mazen Ghalayini, Director, Customer Experience – West Monroe Partners

MomentumBasicnarrowPanelist: Using the Right Technology to Improve Customer Experience

Mazen Ghalayini is a director and leads West Monroe’s Customer Experience practice in Chicago as well as the firm’s national CRM practice. Mazen has spent the last 15 years focused on enabling the sales, marketing and service functions at his clients to create more effective, profitable and engaged customer experiences. His experience includes facilitating visioning sessions with executives to create actionable strategies and roadmaps as well as leading global, high-performing teams through complex business transformation programs with cross-functional and technical implementations to drive sustained organizational change.


He pairs strong business acumen with extensive experience in customer-facing technologies to lead large-scale program management, business transformation, business process definition and optimization, custom application development, package software implementation initiatives, as well as eCommerce, CRM and ERP, data conversion and systems integration projects.

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