Digital & Customer Experience

Chris Hodges is a Vice President leading J.D. Power’s Customer Experience Solutions practice. His focus is helping clients drive top-line revenue growth and increase operational efficiencies with effectively executed customer and employee experience strategies. As an accomplished problem solver, project manager, and change enabler, Chris works with executive-level leaders across multiple channels and business units to align technology strategies and solutions with business goals.

Prior to joining J.D. Power, Chris spent 20 years in business and technology consulting at Accenture, West Monroe Partners and Infosys Consulting leading digital customer experience initiatives for an array of Global 1000 enterprises across many industries including Automotive, Financial Services & Insurance, Energy & Telecom, Software & High Tech, Healthcare, Private Equity, Retail & CPG, Life Sciences and Manufacturing. 

Chris earned a bachelor’s degree in Management Information Systems at Florida State University.

Eric Inouye is a Managing Director in J.D. Power’s Customer Experience Solutions practice, developing successful, actionable customer experience management programs for clients. Eric has more than 25 years of organizational management and market research experience that encompasses a wide spectrum of expertise focused upon effectively channeling the VOC. 

Prior to joining J.D. Power, Eric served as Vice President, Group Client Director at Nielsen.  As the Product Lead of the Nielsen Customer Experience Platform Eric’s primary responsibilities were to act as a Solutions Consultant by thoroughly understanding the business needs and objectives of Nielsen clients. 

Eric earned a Master of Business degree from Capella University, a bachelor's degree in Business Administration from California Lutheran University and a Six Sigma Green Belt from Villanova University. 

Amit Aggarwal is a Managing Director in J.D. Power’s Digital Solutions practice.  Amit is J.D. Power’s foremost subject matter expert on Digital CX.  Amit leads a team that develops and delivers solutions to help clients benchmark and improve their digital products and experiences of their customers. We start with customer research, develop actionable recommendations, and deliver via consultative workshops with our clients.  

For more than 15 years, Amit has helped clients across all industries benchmark, evaluate, and improve the customer experiences they deliver in digital channels. He brings a deep understanding of the history of digital CX to bear when considering how to react to the present and prepare for the future. 

Amit earned a Master of Business degree from University of California, Los Angeles (UCLA) and a bachelor’s degree in Computer Science and Cognitive Science with a concentration in Human-Computer Interaction from Stanford University. 

Scott Yamauchi is a Managing Director in J.D. Power’s Customer Experience Solutions practice. Scott is responsible for managing the implementation and ongoing execution of all Customer Experience research programs in the U.S.

Scott has 20 years of experience working with clients to help them achieve their CX goals. Additionally, he supports the strategic efforts to apply best practices in Customer Experience research across our global offices. 

Scott earned bachelor's degree from the University of California, Los Angeles (UCLA) in Sociology and Business Administration. He has received a J.D. Power Award of Excellence, a J.D. Power Technology Transformation Award, and the Honda Premier Partner Award. 

Jon Sundberg is a Director in J.D. Power’s Digital Solutions practice. Jon manages a portfolio of digital research studies across a variety of industries, including automotive, insurance, utility, and financial services. With nearly 10 years of digital research experience, Jon is passionate about good digital experiences and keeping up with current digital trends. He spends much of his time translating study results into actionable insights for clients.

Along with his role at J.D. Power, Jon also teaches at local universities.

Jon earned a Master of Business degree in management and organizational behavior from California Lutheran University and a Doctorate in Organizational Leadership from Pepperdine University.

Jared Stevenson is a Director in J.D. Power’s Digital Solutions practice, where he focuses on digital strategy, as well as user and customer experience optimization. He brings a unique view built off his diverse background, including stints at a rare disease advocacy organization, the United States National Academy of Sciences, a test-prep company, and a management consulting firm.

Jared has also worked as a consultant for a human rights organization, a biological research lab, a health-tech startup, and an Indonesian energy efficiency company.

Jared earned a Bachelor of Science in Biology, with a focus in Genetics, from Fairfield University, in Connecticut.

Ila Ghosh is a Research Director for the Customer Experience Solutions practice at J.D. Power. Ila is the Program Architect and implementation lead for the company’s proprietary customer satisfaction tracking programs executed. In prior roles, Ila has had extensive experience managing the design, execution and analysis of syndicated and proprietary studies across multiple sectors.

Ila has nearly 20 years of market research and customer relationship marketing experience. She also has extensive consulting experience gained through her employment as a Senior Consultant with Deloitte Consulting, working on several strategy and operations projects for multiple automotive clients.

Ila graduated from the Pune University in India with a bachelor's degree in Mechanical Engineering and a master's degree in Business Administration.

Wade is a Director for Customer Experience Solutions practice, responsible for the implementation and ongoing management of Customer Experience (CX) programs at J.D. Power. He specializes in automotive retail engagements focused on improving dealership sales and service satisfaction and retention. His team delivers end-to-end professional services from program design to CX platform configuration and insights delivery.

Prior to J.D. Power, Wade held an account management role at Ipsos, supporting advertising, branding, and product planning research along with business development.

Wade earned a Bachelor’s degree in Advertising with an emphasis in Business Marketing from Pepperdine University.