Frank is the founder and CEO of Customer Innovations. Over the past 30 years, he’s helped more than 200 leading organizations innovate products, services, and experiences that transform the performance of their business by improving the wellbeing of customers, employees, and other stakeholders. This includes everything from designing retail stores and restaurants to creating distinctive products, services, and technology for financial institutions, healthcare organizations, consumer products companies, and business services providers.
Frank is an expert on the integration of design and behavior. In the course of his work, he’s pioneered many of the most effective tools for profiling and influencing how people perceive, interpret, and act on their experiences. An increasing amount of Frank’s work has focused on the design of leadership and employee experiences that generate and reinforce desired customer experiences.
His clients have included many leading organizations: AAA, American Express, Amway, Armani, Chase, Delta Dental, Dominion, Entergy, Humana, Intel, Kaiser Permanente, L’Oreal, Marriott, Merrill Lynch, Michelin, MIT, Nationwide, Novartis, Principal Financial, Sinclair Oil, United Van Lines, Western Union, Yves Saint Laurent, and Zale.
Frank’s work on experience design began in 1984 with research on the integration of design and cognition at MIT. Frank received a B.S., Mechanical Engineering from MIT in February 1984 and a B.S., Mathematics with Highest Honors from the State University of New York in 1982. He also studied cognitive science, artificial intelligence, and applied mathematics at Harvard University and the Courant Institute.
Frank is an avid musician, obsessive reader, frequent outdoorsman, dedicated husband, and father of four.
Marsha has spent more than 10 years marketing the products and services of several leading organizations. She started her career as an accountant and auditor for Service Corporation International. Her career grew with the organization, where she held roles in the audit, accounts payable, acquisitions, training and trust departments in addition to being General Manager for Memorial Oaks Funeral Home and Cemetery.
Over the past decade, an increasing amount of Marsha’s work has focused on the marketing of leadership and employee training that generates desired customer experiences. Marsha joined Customer Innovations in 2010. In addition, she’s held marketing roles with The Concours Group, nGenera Corporation, Choate & Associates, Discussion Partner and The Concours Group.
Marsha is also an active member of the Houston Livestock Show & Rodeo. She currently holds the position of assistant captain of the Spring Branch Memorial Go Texan Committee. She has been on the committee for 13 years and has been the chairperson for their annual golf tournament for the past 8 years. During Marsha’s tenure as assistant captain, the committee has raised more than $5 million, which is used to fund scholarships for local area high school seniors.