Randy Brandt is Founder and Principal of Voice Crafter, a Cincinnati-based research and consulting firm. Over the past 30 years, Dr. Brandt has assisted more than 300 manufacturing and service firms in Asia, Australia, Europe, and North America with their efforts to improve customer experience and loyalty. He is a recognized thought leader and practitioner in the area of customer experience management, and in 2012, he was named by Survey Magazine as one of “Twenty Researchers You Should Know.”
Randy also is a CXPA Certified Customer Experience Professional, as well as a certified Lean Six Sigma Black Belt. He also is a former member of the Board of Examiners for the Malcolm Baldrige National Quality Award. Dr. Brandt has made over 250 presentations at national and international conferences since 1988, and has authored 32 articles appearing in a variety of academic and professional publications, including Marketing Research, Marketing Management, the Journal of Services Marketing, the Journal of Business and Industrial Marketing, Customer Relationship Management, and Quality Progress.
Randy holds a bachelor’s degree from Purdue University and a doctorate from Michigan State University. He is a former member of the faculties at Rensselaer Polytechnic Institute and the University of Texas at Dallas. Randy currently is a member of the American Marketing Association, the American Society for Quality, the Customer Experience Professionals Association, and the Society for Industrial and Organizational Psychology.