Directions expands CX practice as Howard Lax joins firm

Directions Research is happy to announce that Howard Lax has joined the firm as Vice President, Customer Experience Practice Lead. In his new role, Howard will strengthen and expand Directions’ Customer Experience (CX) offerings across the clients and industry verticals it serves. He will report to Tim Laake, Chief Marketing Officer.

“Howard is a true expert in Customer Experience, with impressive CX leadership experience on both the client and supplier side,” said Tim. “We are thrilled to have him lead our Customer Experience practice, where he will be working with our clients to build, develop, and harness the power of their programs.”

Howard frequently speaks at industry conferences, and has written on numerous insights and CX topics, including titles such as “Measuring Emotions for CX and EE” and “Customers = Company Value.” His writing can be found in Loyalty Management, Marketing News, CustomerThink, Quirks and many other publications.

“I am both energized and humbled by the opportunity to take the helm of the Customer Experience Practice at Directions,” said Howard. “Rock-solid, Directions already offers best-in-class business research and consulting. Building on that foundation, I will be working with clients to up their understanding of CX and, most importantly, translate that understanding to drive growth and profitability.”

Before joining Directions, Howard headed his own consulting practice, The Lax Group. Previously he held CX leadership positions with TNS, GfK, Harris Interactive, and ORC, and directed the CX program for Freddie Mac. Howard holds a Ph.D. and Masters Degree from City University of New York, and a Bachelor of Arts degree from Union College.

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