The objectives A Fortune 500 retailer wanted to upgrade their existing global online customer satisfaction tracking study with a tool that reliably and continuously monitored satisfaction with each of their five brands in multiple markets worldwide. The client also wanted to identify the key drivers of customer shopping and purchase behavior and determine the most […]
As Senior Director of Sales and Marketing at Illuminas, Joe establishes and fosters new client relationships with a unique perspective from over a decade of experience in the industry managing client projects. Before taking on his role in client development, Joe led and managed the day-to-day activities of client projects, including clients in financial services, technology, and consumer electronics, as well as those in the non-profit sector. Joe has extensive training in ConfirmIt and data analysis, particularly with segmentation, multiple regression, TURF and conjoint analyses. Joe holds a B.A. in Statistics from Virginia Tech.
As the VP of Client Services and Group Director at Illuminas, Gina is a driving force behind Illuminas’ prominence in custom market research and consulting for services, technology, and non-profit sectors. Currently overseeing the American Innovation Index™, the inaugural study ranking U.S. company innovation based on customer perceptions, Gina is committed to crafting research solutions that address dynamic business landscapes. Her strategic guidance and research development skills are highly sought after by organizations, ensuring actionable project outcomes. Gina, a prolific author and presenter, shares insights at renowned forums like the American Marketing Association, Consumer Electronics Show, Insights Association, and the Frontiers in Services Conference. Serving as an adjunct faculty member at George Mason University, she holds an MBA and undergraduate degrees in decision sciences and marketing.
As a Strategic Advisor and Methodologist at Illuminas, Charles oversees research design and analysis, providing strategic direction for studies on customer satisfaction, positioning, branding, segmentation, pricing, and product development. Charles is renowned for his expertise in advanced analytics and has introduced innovative products such as MaxShare™, MaxMindset™, and MaxServ™. Recognized for his innovation and adoption scholarship, he collaborated on the Technology Readiness Index and co-authored “Techno-ready Marketing.” Charles’s recent work on the American Innovation Index™ methodology and publications on the on-demand economy highlight his commitment to cutting-edge research. With award-winning publications in Quirks, the HBR Blog, and the Journal of Service Research, he frequently presents at prestigious conferences and teaches marketing management and market research at universities. Charles holds an MBA from the Robert H. Smith School of Business, University of Maryland. If you are an academic and would like to request permission to use the Technology Readiness Index (TRI), please reach out at [email protected]
As a VP of Client Services at Illuminas, Lisa consults on the design and execution of qualitative and quantitative research ranging from in-depth qualitative interviews to brand tracking studies to menu-based conjoint designs. She has a knack for multi-tasking and managing more projects than you can imagine, all while forging relationships with her clients that last a lifetime. Lisa is a native New Yorker and a Leo, and she is our resident expert when it comes to having strong opinions and not being afraid to express them—which is an asset to have in any leadership role.
As a VP of Qualitative Research, Tracy oversees the successful execution of qualitative research studies and serves as the lead moderator across all client accounts. With decades of experience as a research methodologist, her experience focuses on B2B buyer behavior related to the adoption of technology products including applications for persona development, brand positioning, competitive intelligence, and product design. With a doctorate in marketing, Tracy complements research findings with insights into marketing strategy that ensure research results are actionable and relevant.
As a VP of Client Services at Illuminas, Caroline oversees the design and execution of research studies across a wide range of qualitative and quantitative methodologies. Her strength lies in her ability to take abstract concepts and make them tangible – from driving thought leadership initiatives that turn into insightful infographics and whitepapers, to designing complex research programs from a collection of notes from 30 different stakeholders. She also has a unique talent for making complex data sets digestible through the use of data visualizations.
As VP of Sales & Marketing, Tracey is responsible for driving new business development, generating content for outbound marketing activities, and leading our go-to-market strategy. She has over 15 years of experience on the Client Services-side of the business and is able to leverage her expertise in research design and execution to help our clients better understand how to turn research objectives into strategic insights. Tracey is one of the most tenured members of the team and many consider her to be our resident expert when it comes to remembering anything that’s happened at the company since 2008.
As a Strategic Consultant at Illuminas, Tim advises senior executives across industries on customer experience innovation, customer strategy development, and customer loyalty improvement. In his role, Tim is also responsible for advancing the company’s thought leadership through publications, keynote speaking engagements, and leading-edge product development. With a wealth of experience, Tim spent seventeen years at Ipsos, where he held senior officer positions, culminating in seven years as the global chief strategy officer at Ipsos Loyalty. A New York Times bestselling author of “The Wallet Allocation Rule: Winning the Battle for Share” and eight other books on customer experience, loyalty, and satisfaction, Tim has contributed prolifically to leading management and academic journals. His groundbreaking research has earned him more than a dozen prestigious scientific awards, including recognition from the INFORMS Society for Marketing Science and the Marketing Science Institute. Tim holds a BA from Kentucky Wesleyan College, an MBA from Vanderbilt University, and a PhD from Staffordshire University.
As a Strategic Consultant, Marco works closely with clients to recommend the most appropriate methodologies to meet their research objectives, and he specializes in designing and analyzing the advanced analysis techniques that sit within those methodologies. Before joining Illuminas, Marco was the Global Research Officer at Ipsos, the Group Research Manager at Microsoft, and the Chief Research Officer at Millward Brown IntelliQuest (to name a few of his previous roles). He has co-authored seminal papers on market segmentation, conjoint analysis, and choice modeling and has published 4 books and more than 50 papers on the topics of market research and analytics. Marco has also been a consultant to many leading tech companies, such as IBM, Intel, Dell, and Philips.
As Principal and President of Illuminas, Carrie oversees all aspects of the organization and is primarily responsible for driving growth and building a high quality partner ecosystem. With over 20 years of experience in client services, Carrie leverages her research acumen to create innovative solutions for the world’s most successful technology brands. She also ensures that the work produced by our Client Services team meets the high standards of our company and our clients. When she’s not running the company, Carrie is usually running around Austin’s beautiful Town Lake.
Andy is a Principal and Chief Research Officer at Illuminas, where he is the primary methodological consultant on research design, sampling, statistical analysis, and the interpretation of research results. He is recognized as a marketing sciences expert among international research professionals and has designed and implemented advanced research projects that serve the world’s most renowned companies. Andy is a Trekkie at heart and dreams that one day he’ll be able to attend Starfleet Academy.
As CFO/COO at Illuminas, Adam leads all financial, accounting, office operations, and interdepartmental communication/integration. With over 15 years of experience in finance and operations, Adam utilizes his diverse experiences to creatively solve problems and help scale the business for future growth. He also helps remove barriers to assure day-to-day operations run smoothly. When he is not helping drive the company forward, Adam coaches a variety of sports for his three kids.
As Principal and CEO of Illuminas, Jay has more than 30 years of experience developing new research products and services that address the evolving technology industry. He is a recognized thought leader in research in the technology industry, and he has a long history of analyzing the impact of technology on businesses, consumers and the economy. Given his extensive knowledge of the technology industry, Jay is our lead moderator and more often than not, can be found in the American Airlines Admirals Club on his way to his next focus group adventure.