Nancy O’Brien; Chief Experience Officer
Nancy works with clients in all industries helping them develop experience strategies and execution plans that create value for customers and the organization. During her 18-year career with IBM her focus was analyzing, designing, planning and implementing creative solutions to address her clients’ business needs. As a pioneer in the emerging experience economy, she led the consulting group at Experience Engineering, Inc., working with companies to help them create value for customers, employees and stakeholders by developing and implementing a holistic business strategy that aligns all aspects of their business towards an emotional ‘end-frame’; which has been proven to be the key driver of loyalty.
She has been in the role of Chief Experience Officer in a variety of organizations. In healthcare, she facilitated the collaboration among an architecture firm, multiple medical practice groups, fitness center, café and gift/book store, IT, HR and marketing of a large hospital organization towards a new vision for an integrated experience. Nancy led the redesign of an Emergency Room Experience which resulted in aligning the elements in the environment, processes and people’s behavior to convey a sense of movement.
She also developed and presented an education curriculum for facilities managers of 30 regional hospitals for NSHE, focused on the role the environment plays in speeding the rate of healing. Working with diverse organizations, she determined there had to be an easier way for organizations to make meaningful connections and deliver excellent customer experiences without spending millions of dollars in consulting fees. She then focused her attention on answering the common cry among the companies she worked with: “Teach us to fish!” and co-founded Experience In Motion LLC, a tools-based customer experience company. Nancy has a B.S.B.A. from the University of Nebraska .
