About Lookout Advisors

Lookout Advisors is a customer experience (CX) consulting practice that provides deep expertise related to CX transformation and contact center optimization, as well as strategic services for CX solution providers.

Our clients include Fortune 500 corporations, mid-sized companies, government agencies, CX outsourcers, CX technology companies and investors in the CX industry.

Our work has ranged from CX “healthcheck” assessments, strategic planning, organization & technology designs, outsourcing advisory, project management, interim leaderships, go-to-market services for CX providers and M&A support in the CX industry.

The common thread has been a focus and passion on CX! Lookout Advisors works with a number of business partners, including other CX consulting firms.

Our Services

Customer Experience (CX) Transformation

Services to transform CX, reaching across the enterprise and multiple customer touchpoints to link insights and actions that drive the CX transformation you need to stay ahead of your competition.

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Contact Center Optimization

Services to optimize your contact center strategy, operations, technology, self service and outsourcing to improve CX, increase productivity, reduce costs and/or increase revenue.

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Strategic Services for CX Providers & Investors

Strategic services to drive market expansion, revenue growth and M&A initiatives for CX solution providers, including CX outsourcers and CX technology firms, as well as associated strategic and financial investors.

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Strategic Services for International CX Providers

Strategic services to drive market expansion, revenue growth and M&A initiatives for international CX solution providers, including CX outsourcers and CX technology firms, as well as associated strategic and financial investors.

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Client Stories

Voice of Customer (VOC) Program Redesign for Medical Solutions Provider

Our client is a leading global provider of medical, dental, and veterinary equipment solutions.

Lookout Advisors conducted a comprehensive review of our client’s NPS and VoC program, identifying blind spots in the customer journey, where opportunities for more timely and optimal feedback from their clients and end users will be necessary. Lookout Advisors delivered a comprehensive assessment and project roadmap, recommending enhancements to the technology, supporting resources, and expanded automation of their survey data collection processes and closed loop program. Lookout Advisors recommended the establishment of an executive level CX Governance program to validate commitment to the VoC and spur focus across enterprise. This comprehensive workplan became the roadmap for a refreshed approach to our client’s customer experience program, underway now.
Contact Center Optimization for U.S. Medicare Administrator

Our client is one of the largest administrator contractors for the U.S. Medicare program

As a large claims and customer care administrator for U.S. Medicare, our client performed well but had experienced a drop in the satisfaction of the Medicare medical providers that it served. Lookout Advisors rapidly conducted a comprehensive evaluation of all aspects of this administrator’s claims and customer care operations to identity operational, technology, support and self service improvements. Following the assessment and development of comprehensive optimization plan, Lookout Advisors led a rapid improvement phase that drove a 28% improvement in CX in less than 4 months, and set up a strategic program to continue to drive and maintain further sustainable improvements.
Contact Center & Technology Transformation for Global Security Services Provider

Our client is a global leader in the security services industry.

As the global leader in the security services industry, this corporation operated an extensive network of customer care centers throughout North America that were integral to the services provided to their residential and commercial customers. Lookout Advisors successfully delivered a number of critical projects for this client’s customer care and IT organizations. Lookout Advisors delivered a comprehensive customer contact strategy and 3-year roadmap for large-scale organizational, operations and technology improvements. Lookout Advisors subsequently led and assisted with specific roadmap initiatives. Additionally, Lookout Advisors supported the CIO in developing a business case and program managing this client’s $20 Million+ transformation of their corporate network infrastructure to VoIP and next generation technologies. Lookout Advisors subsequently assisted with the planning to bifurcate customer care operations and infrastructure as this global company split into 2 separate entities.
Contact Center Optimization for Direct Marketing Beauty Products Company

Our client is an iconic and global leader in the direct marketing and selling of beauty and personal care products.

As a global leader in beauty and personal care, this company operates an in-house and outsourced contact center operations in support of independent sales representatives and end customers. Lookout Advisors conducted a comprehensive assessment of CX and contact centers to establish a strategy and plan for both quick hit and long-term improvements. The fully integrated CX strategy, rebranding and plan included initiatives in each of 3 “pillars”, including greater empowerment of agents, enhanced knowledgebase & other tools, and expansion of alternative channels to support sales representatives and customers. Lookout Advisors led several of the follow-up implementation initiatives, and also provided interim leadership for the day-to-day operations during a 4-month transition period while assisting in identifying and onboarding a new customer care leader for our client.
U.S. Go-To-Market Planning & Sales for South Africa CX Outsourcing Firm

Our client is a South Africa CX outsourcing firm serving clients & consumers around the globe

As a leading South Africa based and owned CX outsourcing firm, our client is growing rapidly in providing customer care, technical support, sales and collections services to the U.S. and international markets. Lookout Advisors successfully developed a comprehensive go-to-market strategy, sales plan, partner program, and subsidiary set-up plan to further grow in the U.S. market. Lookout Advisors has subsequently been serving in an active business development role to identify business partners and customer prospects and to lead selling and other business development activities in the U.S. market as an extension of the company and brand.
M&A Due Diligence for U.S. & Nearshore CX Outsourcing Firm

Our client is a mid-sized U.S. & nearshore CX outsourcing firm formed from multiple acquisitions

As a mid-sized U.S. & nearshore CX outsourcing firm, our client had grown primarily through multiple acquisitions led by their private equity owner. Lookout Advisors led the operational, market and technology due diligence for potential follow-on acquisition of a primarily technology-based CX solutions firm to “bolt on” and supplement our client’s live-person based customer care service offerings. Lookout Advisors provided the deep industry, market and technology expertise to supplement the private equity M&A team. After extensive due diligence and negotiations informed by Lookout Advisors’ due diligence, our client completed the successful acquisition of the target company.
Healthcare Go-To-Market Planning for International CX Outsourcing Firm

Our client is a large international CX outsourcing firm with clients & operations around the globe

As a leading international CX outsourcing firm under new ownership, our client was seeking new strategies and markets to propel the firm to its next stage of growth. Lookout Advisors collaborated with our client’s senior executive and marketing team to develop a healthcare go-to-market strategy and plan to penetrate the healthcare industry (payers, providers, pharma, equipment), where our client had historically only a small presence. With existing expertise in the healthcare industry, supplemented by additional research, Lookout Advisors assisted our client in developing a comprehensive strategy and plan that included new logo sales, business partnerships, M&A and organizational investments to initiate a successful further entry and growth into the healthcare industry.

Our Team

Ron Dull

Ron is Founder and Managing Director of Lookout Advisors. Bringing a track record of over 25 years in CX consulting, outsourcing, technology, sales, client relations, operations, strategic planning and M&A, Ron is a highly effective executive, specializing in developing CX strategies and implementing the supporting solutions.

Prior to Lookout Advisors, Ron led numerous CX strategic management and technology client engagements at Accenture across a variety of industries. At Convergys, Ron led the transformation, P&L and operations of complex portfolios of CX outsourcing services of over $225 million in annual revenue, including 5,800+ contact center FTEs across multiple global operating locations and technologies.

Ron also led the due diligence and integration of one of largest ever acquisitions by Convergys (now part of Concentrix), a $335 million purchase of a leading customer experience technology provider. Ron also served in senior executive roles at Sutherland Global Services and Sitel Group where he had responsibility for diverse customer, sales and P&L portfolios of up to $485 million in annual revenue of CX and related services.

Vince Weseli

Vince brings over 25 years’ experience in business & technology consultation, CX program development, product marketing, management & development, and enterprise account management. This breadth of experience is coupled with his practical, collaborative, and engaging approach.

Vince has led multiple Fortune 100 clients’ customer experience programs, as an account leader at Convergys and a VoC program leader at Cincinnati Bell, launching and coordinating dozens of multi-million-dollar Customer Experience & Voice of the Customer projects in the banking, telecommunications, property & casualty, technology, medical and automotive industries.

Prior to joining Lookout Advisors, Vince led Product Marketing for Concentrix Voice of the Customer practice, coordinating a host of product marketing initiatives for the Concentrix CX solution, as well as a host of other CX consulting services initiatives.

Joan DeWitt

Joan is an organizational strategy and performance management expert, designing and delivering customer-focused, integrated solutions that deliver outstanding business results. Her deep experience includes strategic management, business process and operations optimization, customer experience, quality management and cross-functional team leadership.

Prior to Lookout Advisors, Joan was a senior consultant at one of the world’s largest strategic consulting firms. Joan was also a career U.S. Coast Guard officer, where she led large-scale business transformation and quality improvement initiatives.

Clem Jones

Clem brings over 30 years of experience in CX consulting, technology client engagements, account management, business strategy development, organization structure and process efficiency, and complex project management capabilities and experience at CX solution providers. Clem is highly experienced at building and managing highly collaborative cross functional teams that increase overall productivity, exceed business goals, and create outstanding customer relationships.

Prior to Lookout Advisors, Clem led the Sales and Account Management due diligence and integration of Convergys’ (now Concentrix) largest acquisition of Stream Global Services, a $820 million in annual revenue CX solution provider. Clem led the integration of account management technology, CX strategy integration, sales and P&L portfolio management across various industries and geographies.

As Sales Enablement leader, Clem drove a 62% increase in company-wide average annual contract value of contact center outsourcing deals, and 5%+ increase in win rates through improved sales operations, technology, and CX solutioning methodologies.

Allan Burgei

Allan is a successful leader with well-developed CX technology, process improvement, automation, and consulting skills with multinational clients. Allan has a proven track record of success in designing and implementing innovative technology solutions that transform business services and outsourcing organizations.

Prior to Lookout Advisors, Allan was responsible for designing, and delivering of technology services - from pre-sales to ongoing support at Convergys (now Concentrix), one of the world’s largest CX outsourcing firms. Allan managed the global implementation and service delivery of CX technologies for $2B+ global client portfolio of CX outsourcing clients. In his role, Allan partnered with clients and internal stakeholders on all technology needs. Including the identification, recommendation, and adoption of process improvement and intelligent automation that led to operational efficiency and customer experience (RPA) savings of $2M+ annually savings.

Donna Williams

Donna has over 30 years experience in large scale customer service and contact center operations, with specialized focus on training, instructional design, recruiting, quality, reporting, workforce management and other critical operations support functions. Donna started her career at AT&T Transtech, AT&T’s original contact center outsourcing business, where Donna initially developed customer care training and led teams of trainers and instructional designers.

Donna has led global organizations of customer care operations support, including over 1,800 training and quality professionals across the Americas, Europe and Asia at Convergys, now part of Concentrix, and one of the world’s largest operators of customer care contact centers in the world. Donna has led similar operations support functions, including workforce management, recruiting and project management, at other two other leading customer care BPO firms, IBEX and Education at Work. Donna has also worked as a consultant to drive transformations of training, recruiting and overall customer care operations at leading companies.