Hello, I'm Bo Young.
Details
- Professional CategoryConsulting & Advisory
- Location
- Years of Relevant Experience20+ years
- Seniority LevelExecutive
- Consulting Rate (Hourly)200
Headline
GLOBAL EXECUTIVE - INNOVATIVE LEADERSHIP IN CX ANALYTICS - Strategic Storyteller across every stage of Customer Journey
Experience
Vice President, CX Analytics
Carenet HealthJanuary 2022 - March 2025Drove all company-wide analytics efforts related to CX strategy development and execution of CX engagements for Fortune 500 Health Plan, Health System and Physician Group clients. Projects that consistently drove 20-30% increases in Customer Experience, while reducing effort/friction in the Patient Experience Created a suite of Consultative Professional Services based on designing the optimal customer experience across all facets of the US Healthcare Industry. Developed and led globally dispersed CX Analytics Team of 10+ Analysts.
● Using multi-level consumer research, developed a comprehensive Health Care Service Journey Analytics go-to-market methodology to break down all the critical touch points within the US Healthcare ecosystem
● Partnered with Sales and Client Services to successfully sell customized, consultative, CX-driven engagements
● Presented critical Service Journey CX findings and action plans to 50+ healthcare ecosystem clients Including: Ascension, Centene, Molina, CVS, UHG, Sutter, UCLA, Wellmed and Dignity/CommonSpirit. Projects that consistently drove 20-30% increases in Customer Experience, while reducing effort/friction in the Patient Experience
● Collaborated on AI-focused initiatives, consistently leading to double digit improvements in customer, and agent experience
● Created large data labeling practice to provide calibrated data sets to power AI machine learning algorithms
● Served as subject matter expert and internal / external resource in CX, CSAT, NPS, and Customer Effort
Executive Director, Customer Experience and Analytics
FoundeverMay 2012 - November 2021Created and led CX analytics division offering strategic solutions design for global and national clients across telecommunications, healthcare, financial services, technology, consumer electronics, and other verticals. Developed and led globally dispersed CX Analytics Team of 25+ Analysts.
● Led projects that consistently drove 25% increases in Customer Experience. Clients included: USAA, Met P&C, Sony Playstation, HP, Abbott, Cigna, Sonos, Cisco, Bank of America, Capital One, PNC, Ancestry, Verizon Wireless, Att Mobility, Cricket, Visible & Frontier
● Developed and implemented award-winning Service Journey Analytics methodology to accurately measure and quantify all points of effort in CX throughout customer support process, including voice, chat, and email.
● Created and launched Agent Journey Analytics methodology to measure / quantify automation opportunities both before, during, and after agent / customer engagements
● Presented critical service journey CX findings and action plans to 100+ clients globally
● Collaborated with automation implementation teams to create state-of-the-art digitally transformed customer experiences
● Created large data labeling practice to provide calibrated data sets to power machine learning algorithms
● Served as subject matter expert and internal / external resource in CX, CSAT, NPS, and Customer Effort
Industry
- Administrative and Support Services
- Consumer Services
- Financial Services
- Hospitals and Health Care
- Professional Services
Specific Jurisdictions That I'm Qualified In or Can Cover
United States: Florida
Language(s)
- English
Education
Vanderbilt University
MastersBusiness Management -
Rhodes College
DegreeEnglish -
I am interested in
- Career Opportunities
- Providing Services based on my Expertise