Robert E. Wollan is the global managing partner of Accenture's Customer Centricity & Service Transformation Practice – a multi-billion dollar practice that spans responsibility for shaping and delivering Accenture’s consulting and outsourcing solutions/services. In this role, Mr. Wollan leads a global team of experts in customer-centric marketing, sales & service, as well as multi-channel customer contact transformation and enterprise service delivery, focused on helping leading organizations transform their customer interaction strategies, customer experience management and end-to-end customer operation execution. He is based in Minneapolis, Minnesota.

Mr. Wollan joined Accenture in 1991 from the Financial Services Industry.

Mr. Wollan’s main area of expertise is helping organizations achieve high performance by designing and executing new strategies for managing the customer experience, which consistently provide customers with a differentiated, more profitable, and satisfying service experience. As an acknowledged expert on customer experience management and next generation customer service delivery, Mr. Wollan has authored several articles on these topics, and is frequently quoted in the business and technology press.

In 18 years with Accenture, he has specialized in large-scale, transformational programs for clients in a wide range of industries, including consumer products, financial services, government, telecommunications and utilities. Most recently, Mr. Wollan was the global managing partner of Accenture’s Customer Contact Transformation practice and launched the Accenture Customer Contact Services (ACCS) BPO Unit.

Mr. Wollan has worked with numerous clients, including: AT&T, American Express, Anheuser-Busch, Best Buy, Cincinnati Bell, CSX, Dell, Equifax, Gateway, Land’s End, National Grid, Pepsi/PBG, Qwest, Sprint, UHG, U.S. Postal Service and Washington Mutual. He has also worked on CRM efforts internationally, including Canada (CustomerWorks, Ford Motor Company), Europe (Barclay’s Bank, Lloyd’s TSB, Royal Bank of Scotland, Diageo, Fiat, Microsoft, O2, Vodafone), Latin America (Ambev, Cemex, Telemar) and Asia/Pacific (Fonterra, Vodafone/Japan Telecom, Hanaro Telecom, China Unicom, AIG-Korea, Lion Nathan).

In addition to his client responsibilities, Mr. Wollan currently serves on the International Standards Committee for COPC-2000 and has also served on the Board of Directors for CustomerWorks, a provider of full-service customer management solutions, market development and customer care services to the Utilities market. Mr. Wollan has 4 patents for his innovations in Customer Relationship Management, with 5 additional patents pending.