Background

Ronni Marshak was born in the United States.

Education

Ronni holds a Bachelor of Arts degree from the University of Massachusetts in Amherst and a Master of Education in Counseling from Northeastern University.

Career

Prior to joining the Patricia Seybold Group in 1981, Ronni Marshak taught word processing and office procedures to recipients of government assistance. She also worked as a career counselor for this hard-to-place audience.

Ronni joined Seybold Publications, Inc., in 1981, and she continued with Patricia Seybold's Office Consulting group when it was launched in 1985. She became an expert in workflow and collaboration technologies, tracking applications that make it easy for employees to get their jobs done. Marshak chaired a series of Workflow International Conferences in the mid-1990s.

Ronni's specialty is customer experience design, usability, online navigation, and cross-channel, cross-touchpoint customer experience. She is also one of the world's leading authorities on computer-supported collaborative work, including approaches and tools for Intra enterprise collaboration, inter-enterprise collaboration, and collaboration with customers to achieve goals, manage workflows, and share learnings.

In addition, Ronni Marshak is the group's leading expert in working with start-up and emerging high-tech companies, helping them to formulate corporate and product positioning strategies and to identify current and emerging competitive landscapes. She provides feedback to companies on the design and functionality of their products and recommends as well as prioritizes improvements and enhancements for them to implement, based on customer needs.

Ronni Marshak is a Master Facilitator using Customer Scenario Mapping (CSM) methodology, which she co-developed with Patricia Seybold and Patricia Seybold Group customers. As Training Director, she runs the CSM methodology practice, including training, certification, and licensing. Based on discoveries from hundreds of customer co-design sessions, Marshak identifies and documents the recurring patterns in customers' ideal scenarios, customers' moments of truth, and customer metrics.

As Executive Vice President and managing editor of the Patricia Seybold Group, Ronni also oversees the production of the company's research articles and newsletters.

Ronni Marshak is an accomplished and witty speaker for industry events, user group meetings, marketing and sales events, Webinars, and executive summits. Her topics include best and worst practices in customer experience.

Ronni co-authored the internationally acclaimed best-selling books, Customers.com, published in 1998, and The Customer Revolution, published in 2001, with Patricia Seybold, and contributed to Outside Innovation, published in 2008. She also served as the editor for Outside Innovation. Ronni serves as managing editor for the Patricia Seybold Group's Customers.com Advisory Service, overseeing all of PSGroup's published research.

Ronni is an accomplished actress, singer, and director. She performs in and directs theater productions in the greater Boston area.

Achievements

• Ronni Marshak is a business and technology strategist with over 25 years of experience. Ronni has worked closely with financial services firms, government organizations, high-tech firms, not-for-profits, and travel providers to improve the customer experience they deliver across channels and touchpoints and to help them develop and launch solutions that will be valued and easily adopted. In addition, Ronni is an award-winning director of both musicals and plays in the Greater Boston area.

Works

More photos

• book

  • Customers.Com: How to Create a Profitable Business Strategy for the Internet and Beyond 1998
  • The Customer Revolution 2001