Erin Wallace
Director, NPSx Commercial,
Focused on customer-led growth & retention strategies and customer experience transformation
Erin
専門分野
- Focus on financial services, retail, tech media and telecom spheres
- Global client portfolio encompassing EMEA, North America and Central America
- Established Bain's annual Customer Practice Women in Leadership summit
Erin Wallace is a member of our Customer practice, and a leader of MyCX, Bain's all-in-one subscription for customer experience excellence.
With over 20 years of experience, Erin is a recognized leader in commercial excellence, customer experience transformations and the Net Promoter System®, helping companies across the world earn growth and create sustainable financial results by enriching the lives of their customers, channel partners, employees and communities.
She has spoken at numerous conferences on these topics and heads client engagement across industries related to the MyCX product portfolio including CX Roadmap & Accreditation, Bain CX Training & Certification and the Net Promoter System Senior Leadership Forum.
As a CX practitioner, Erin pioneered customer-centric product innovation, installed advanced capabilities including Customer Data Platforms and the Net Promoter System across functions and thousands of employees globally, and most fulfilling – developed and implemented experience-led innovative growth strategies.
Erin finds joy in activities that involve lifting others – founding the annual Women in Leadership Summit as part of Bain’s Customer practice, serving as a board director for the Customer Experience Professional Association (CXPA), and developing passion for STEAM in youth as a Science Olympiad coach. She lives in Bath, NC with her husband and 3 children.
She maintains the Certified Customer Experience Practitioner (CCXP) designation awarded by the CXPA, holds a Master of Science in Agricultural Economics (Purdue), an MBA (Kelly School of Business, Indiana University) and a Bachelor of Science degree (honors) in operations management (North Carolina State University).