Lacy Surber is an energetic management consultant and digital marketing executive specializing in digital and customer experience transformations. With over 15 years of experience, she has led major transformation initiatives across global Fortune 500 and FTSE 100 companies, delivering impactful revenue and customer engagement growth, and operational efficiency.
Lacy’s most recent position was as the Global VP of Customer Experience at IMI Plc, a global manufacturing company. She was responsible for building the global strategy for digital transformation and customer experience, which included redesigning customer personas and journeys, designing the web strategy, establishing a change management practice, and leading the overhaul of e-commerce, the Voice of Customer program, and channel marketing. Her leadership resulted in significant achievements, including an 18% increase in e-commerce sales within 6 months, 70% adoption of Salesforce Sales, Marketing, and Service Clouds, and a 12% reduction in customer service inquiries in less than a year.
At Salesforce, she held multiple leadership roles across America & EMEA and was instrumental in building and leading the Marketing Cloud customer success team for high-value clients like Shell, AB InBev, and Philips. Her work with Philips’ oral care email marketing strategy drove $2.8M in sales in a single year and contributed to over €18M in services revenue across EMEA.
Earlier, as a Management Consultant at Accenture Federal Services, Lacy developed the initial social Voice of the Customer strategy for Accenture Federal practice, and also led the change management and communication strategy for a $90M USPS sales funnel program, increasing national sales by 20%.
Veritux independent consultants are available where you need them – in all major markets and every global region.
