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Retail Banking 2014

 

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Nick Mercurio

Strategic Consulting Director

Maritz

As Strategic Consulting Director within the Virtual Customers Research Group at Maritz, Nick provides value-added insights and subject matter expertise to Maritz mystery shopping and customer experience management programs. He focuses on uncovering pain points within the customer experience value chain and designing research programs that provide meaningful insights to drive continuous improvement in these areas.

Nick has spent nearly a decade in the customer experience research industry serving in roles spanning data analysis, project management and operations, sales and marketing. He has spent the past several years consulting Fortune 500 Companies on ways to best leverage mystery shop programs to make lasting improvements in their customer experience. He is currently pursuing his Executive MBA at the USC Marshall School of Business.