Robert Wollan is senior managing director for Advanced Customer Strategy within Accenture Strategy. His role focuses on shaping and delivering the Accenture front office strategy and technology solutions for marketing, sales, service and customer analytics functions. Mr. Wollan is also a member of the Accenture Global Leadership Committee.
Mr. Wollan has more than 20 years of experience working for Accenture. His main area of expertise is helping organizations achieve high performance by designing and executing new strategies for managing the customer experience–—consistently providing customers with a differentiated, more profitable, and more satisfying experience.
Mr. Wollan has supported large-scale, transformational programs for clients across a wide range of industries, including consumer products, retail, financial services, telecommunications, high-tech and utilities as well as government entities. He has extensive experience in the United States and has supported international customer relationship management (CRM) efforts in Canada, Europe, Africa, Latin America and Asia Pacific.
In addition to his client responsibilities, Mr. Wollan served on the International Standards Committee for COPC-2000® (customer service provider standards designed for service environments) and has served on the Board of Directors for CustomerWorks (a company owned by Enbridge Inc., a leader in energy transportation and distribution, and BC Gas Inc., a leading provider of energy and utility services in Western Canada).
An acknowledged leader on customer experience management and next generation customer service delivery, Mr. Wollan has authored several articles on these topics, and is frequently quoted in the business and technology press. He is also the author of two books: The Social Media Management Handbook (J.W. Wiley), a practical guide for business executives to implement key social media strategies and achieve business goals throughout their organization, and Selling Through Someone Else (J.W. Wiley), which explains how new ecosystems of partners can be created, managed, and incentivized to drive greater sales and profitability.
Mr. Wollan has a bachelor’s degree from the University of St. Thomas and attended the Executive Program at IMD – the International Institute for Management Development in Lausanne, Switzerland. Mr. Wollan holds seven patents for innovations in CRM, with two additional patents pending. Mr. Wollan is based in Minneapolis, Minnesota, United States.