Major Oak to Attend 2016 IACA Conference

Major Oak Consulting will be in attendance at this year’s International Association of Commercial Administrators (IACA) conference to be held in Columbus, Ohio June 5 – 9, 2016. Andrew Studee and Keith Fournier will be representing our firm, highlighting recent project successes and presenting awards to deserving recipients. More information on the conference can be found here.

Adam Golden, Managing Partner, Scribes Customer Experience Blog Featured on ZDNet

Adam was asked by Customer Engagement expert Paul Greenberg to lend insight and color into Major Oak Consulting’s unique and holistic approach to Customer Experience Strategy. In this piece, Adam highlights why traditional ROI-driven process improvement engagement models may negatively impact customer retention and loyalty and hinder the acquisition of new customers. Please find a link to the blog entry here.

Major Oak’s Approach to Customer Journey Mapping Generates Reviews

Major Oak’s unique approach to Customer Journey Mapping resonated with Jim Sinur this January at Process Excellence Network’s 17th annual “Pex Week” in Orlando, Florida. See what Jim says about the “dramatic shift in Customer Experience via journey mapping” in his most recent blog post.

Major Oak to Present at Verint Systems’ Upcoming “Driving Innovation 2014” Global User Conference

Adam Golden (Managing Partner), John Soley (Managing Partner), Lori Britt (SVP, Consulting Services) and Andrew Studee (VP, Consulting Services) will be presenting at the upcoming “Driving Innovation 2014” Global User Conference hosted by Verint Systems in Orlando, Fl. The conference will be held at the Hilton Orlando Lake Buena Vista, June 9 – June 12.

Three presentations will be delivered spanning several sessions. The first, titled “Transforming the Customer Experience Through Journey Mapping”, provides valuable insight into how customer experience journey mapping enables organizations to understand customer expectations and experiences throughout all interaction touch points along the customer journey and translate touch point refinements to improve the customer experience, increase customer loyalty and inform optimization of business processes. The second presentation, titled “Driving Profitability Through Process Excellence and Performance Management”, shares best practices and case studies demonstrating how data driven approaches to Process Excellence and Performance Management have resulted in increased efficiency, reduced expenses and revenue acceleration. Lastly, “Project Success: Managing the Winds of Change”, lends insight on how to achieve goal alignment before embarking on a project, deliver stellar project management, and use blustery winds of change for smooth project sailing via effective change management planning and execution to drive successful project outcomes.

For more information about the conference, please visit:

Major Oak to Present at the 32nd Annual American Payroll Association Congress

Adam Golden (Managing Partner) and Andrew Studee (VP, Consulting Services) will be presenting at the 32nd Annual American Payroll Association Congress to be held in Minneapolis, MN May 13 – May 17. Adam will be co-presenting a Payroll Best Practices Recap, which discusses high level payroll best practices trends across a variety of different topics. This presentation summarizes the work, insights and discussions of the APA’s Strategic Payroll Leadership Task Force (SPLTF) over the past year. As part of the conference, Adam will also participate in the SPLTF’s annual meeting and report on the Best Practices committees’ accomplishments and progress, a committee he has co-chaired for the past 4 years. Additionally, Andrew will presenting a session on customer service best practices, and how best to leverage those practices to enhance customer service across an organization.

For more information on the conference, please visit:

Major Oak to Speak at LOMA’s 2014 Customer Service Conference

Andrew Studee (VP, Consulting Services) will be presenting at the 2014 LOMA Customer Service Conference (“Earning Customers for Life”) to be held 3/26/14 – 3/28/13 at Disney’s Boardwalk Inn in Orlando, FL. Andrew’s presentation, titled “Stop Playing Catch Up: Getting Ahead in Customer Service”, describes ways in which customer service organizations may break the vicious cycle of fluctuating call volumes, demanding customers, data overload and employee challenges. Additional conference information can be found by visiting:

Major Oak Consulting is Now Part of Verint® Systems!

Major Oak Consulting is excited to announce that in December of 2013, we became part of Verint® Systems, a global leader in Actionable Intelligence® solutions. This business combination combines Major Oak’s strength and expertise in strategic Management Consulting with Verint’s powerful portfolio of Enterprise Intelligence Solutions™, which include award-winning Workforce Optimization and Voice of the Customer Analytics® software and services.

Major Oak’s focus has always been delivering smart, creative solutions that help enable our clients to achieve their full potential. Whether it is in process excellence, customer journey mapping, project management or helping organizations manage change, our experienced consultants deliver outstanding results for our clients. As part of Verint, we will leverage our capabilities to help organizations deploy world-class technology that is backed by an even richer set of advanced strategic consulting and services—all with a focus on helping them achieve and surpass their business, operations and customer goals. Please visit to learn more about Verint® Systems’ solutions and offerings.

Major Oak to Present at Process Excellence Network’s “Process Excellence Week 2014”

Adam Golden (Managing Partner), John Soley (Managing Partner) and Lori Britt (SVP, Consulting Services) will be presenting at PEX Network’s 15th annual Process Excellence Week on Tuesday, January 21 at the Hilton Bonnett Creek in Orlando, FL. The presentation, titled “Intersecting Customer Touchpoints And Business Process Design: Transforming Customer Experience Via Business Processes”, provides valuable insight into how customer experience maps enable organizations to translate customer touchpoint refinements into standardized, optimal business processes. This creates a win-win situation for the organization and its customer; where the customer gets a company that is easy to do business with, and the company gets consistent outcomes, efficient processing, lower costs and satisfied customers. For more conference information, please visit the event website here.

Major Oak Consulting Presents Webinar: “Customer Experience Mapping – Best Practice Approach to Inform Your Business Processes”

Adam Golden, Principal, and Conrad Ingram, Senior Management Consultant, delivered a webinar titled “Customer Experience Mapping – Best Practice Approach to Inform Your Business Processes” via the Process Excellence Network on Tuesday July 30, 2013. The Process Excellence Network is a global community of more than 90,000 process professionals, business leaders and executives who want to improve their businesses through process and operational excellence. In this webinar, attendees learned how to determine not just customer experience, but expectations. Learn how to incorporate best practices into your approach to Customer Experience and drive a true view of the customer perspective that results in better business process improvement decisions by viewing this free webinar here.

Major Oak Consulting Presents Webinar to the Institute of Internal Auditors’ Detroit Chapter

Adam Golden, Principal, and Keith Fournier, Senior Management Consultant, of Major Oak Consulting LLC presented a webinar to the Detroit Chapter of the Institute of Internal Auditors on Wednesday May 22, 2013. The presentation was titled “Developing World Class Process Maps.” It provided participants a foundation for developing process maps. Additionally, several types of techniques were explained to obtain relevant information and facilitate accurate data gathering. The participants also learned several methods of process mapping that may occur across many functional areas when delivering products and services. In addition to explaining process mapping basics, the presentation included many best practices gathered from decades of experience of the presenters. Over 40 Detroit Chapter members attended the webinar. The presentation was highly rated and included requests to provide a detailed process case study at a future event.

Adam Golden, Principal, Major Oak Consulting, to Speak at the Upcoming American Payroll Association’s 31st Annual Congress

Adam Golden will be a speaker at the upcoming American Payroll Association’s 31st Annual Congress to be held at the Gaylord Texan Hotel and Convention Center in Grapevine, TX, May 7-11, 2013. Adam is presenting two sessions. The first discusses the benefits of the trending transition from static Annual Compensation Statements to highly-interactive Total Rewards Solutions. He will highlight how Total Rewards Solutions have the ability to provide a much broader view of compensation packages employees receive from their employers, and help an organization attract and retain top talent. Adam will also be co-presenting a Payroll Best Practices Recap, which discusses high level payroll best practices trends across a variety of different topics. This topic summarizes the work, insights and discussions over the past year from Adam’s role as co-chair of the APA’s Best Practices Subcommittee of the APA’s Strategic Payroll Leadership Task Force.

Major Oak to Speak at the 2013 Project Management Institute (New Jersey Chapter) Symposium

Lori Britt, Vice President of Consulting Services, will be a Track Speaker at the upcoming Project Management Institute (PMI) New Jersey Chapter Symposium to be held in Edison, NJ on May 6th, 2013. Lori’s presentation, “Developing World Class Process Maps” will help PMI members add an important skill to their Project Management toolkit. Although they are the foundation of all business activities, most companies’ processes are undocumented or poorly documented. When done correctly, process mapping is a valuable tool for identifying and prioritizing improvement opportunities. To learn more about the Symposium, please visit the event website at

Adam Golden, Principal, Major Oak Consulting, discusses “Demonstrating the Value of Process Excellence” at the 2013 PEX (Process Excellence) Conference in Orlando, FL

Adam Golden provides insight into key challenges facing process professionals in a January 2013 interview at the annual Process Excellence Conference. Adam emphasizes the importance of process excellence teams, how they add real value to the bottom line and comments on what process professionals can do to better demonstrate their worth. Watch the interview here and see what it means to go beyond the “Voice of the Customer.”

Major Oak Presents IT Acquisition Strategy Project for Global Project Management Institute Webinar

Major Oak’s CIO Advisory senior consultant presented “Organizational Merger: IT Planning and Strategy Case Study” for the Project Management Institute (PMI) Utility Community of Practice. The webinar presentation was attended by 150+ project management professionals from all over the world.

Our client was a publicly held regional water system that was in the process of closing the acquisition of a water utility in a neighboring state being divested from a large utility holding company. Upon the completion of the acquisition, the resulting entity became the largest US based publicly traded utility company in the Northeast. As part of the overall integration effort, it was necessary to develop a strategy to ensure IT operations were in place the day the transaction closed, as well as a longer term IT strategy for the combined organization.

Major Oak’s senior level consultants, including an ex-CIO and one of the firm’s principals, provided a structured and clear process to help the client understand the overall IT integration strategy, as well as the associated impact and risks of the acquisition. Our client said our involvement “brought a sense of calm confidence” to a pressured situation, with deliverables that were “thorough and easy to follow.” Our client executed the delivered IT integration strategy successfully and had a seamless transition with no disruptions in service to their customers or internal users.


Major Oak to Attend the PEX Process Excellence Week 2013

Major Oak Consulting will be an exhibitor at the PEX Process Excellence Week 2013 to be held in Orlando, Florida January 21st – January 25th at the Hilton Bonnet Creek. We invite you to visit us in the exhibition hall at booth 22. Additionally, Major Oak will be presenting a case study from a recently completed process re-engineering initiative that led to improved CSAT and customer loyalty scores, while delivering an ROI of 2:1 in 19 weeks.

Major Oak Presents to Information Systems Group

Major Oak’s consulting program manager delivers a presentation to a group of Information Systems professionals on data masking. Data masking is a method of obfuscating sensitive data in production and non-production environments to minimize risk of a data breech or corruption. The presentation provided an overview of masking concepts, implementation strategies, operational best-practices, governance model, and lessons learned. The material was derived from the successful $22M enterprise data masking program implementation for a Global Fortune 100 financial services firm based in New York City.

Project Success

Major Oak completes second project for financial services company, delivering $1.2MM in hard dollar savings.

The project was comprised of two distinct processing areas. In the first area, Major Oak designed and deployed a multi-tiered agent skilling model in a combination front-office / back-office environment. The new design led to a 35% improvement in turnaround time, while maintaining service levels and reducing payroll costs 18% ($500K).

In the second area, a client services group, Major Oak redesigned the way work was received and processed, and effectively moved the organization to a shared services model. This complex effort required detailed process re-engineering and change management techniques. In doing so, Major Oak helped the organization increase work visibility, decrease turnaround times and improve CSAT. Hard dollar savings in the area exceeded 700K and the new work design model was fully assimilated before project completion.

At Major Oak, we implement positive change and guarantee results. If we don’t deliver, you don’t pay.

Major Oak Launches New Website

The new website of Major Oak ( went live on November 7, 2012. The new website features a modern, colorful design and is divided into six sections: capabilities, approach, case studies, industries, company and leadership. The site offers a fresh look and feel that is new, improved and more focused on valuable content.

Each page provides detailed information on all aspects of the firm and the site’s user-friendly nature provides users with more efficient access to company resources. Other new functions include a news section, directions to the home office via Google maps, an improved contact us page, a link to Major Oak’s LinkedIn page and an improved careers page where you can learn more about current openings at Major Oak Consulting.

We invite you to experience the refreshing difference at Major Oak Consulting.

Major Oak Culture Initiative

Major Oak proudly announces the completion of an important project designed to align our company culture with the ideas and values that resonate most deeply with our people. Responses were overwhelmingly positive and showed that our company culture is in a healthy state and that staff engagement is high across the board. When asked to define Major Oak’s culture, the following characteristics were consistently mentioned:

  • Focus on delivering high-quality work to the client
  • Genuine interest in the well being of employees
  • Highly professional consultants
  • Open to new ideas and feedback
  • Respect for work/life balance
  • Foster professional growth and development

Major Oak was founded on the simple concept of delivering outstanding work that exceeds our clients’ expectations and enables their success. Employee feedback showed that the Major Oak culture is aligned with our core values:

  • A client-centric perspective
  • Unmatched integrity
  • A strong sense of urgency
  • Forward-thinking flexibility

Overall, employees appreciated the efforts made by Major Oak leaders to create and foster a positive working environment. Many stated that our focus on recruiting high-quality people is the most important thing we can do to ensure long-term growth and success.

Strategy Project Win

We are pleased to announce a new HR Shared Services strategy project win with a leading financial services company.

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