Laurence Bloom
Boston,MA
Summary
Co-founder of Agilitas Inc., building a technology-first SaaS platform with an automated processing engine that ingests customer signals, identifies underlying problems, and prioritizes actions by financial impact. More than 20 years in market research data analytics and strategy consulting across B2B and B2C brands. Managed a $750K customer experience program and increased annual booking revenue by 17%. Delivered initiatives that improved retention and added $3.5M in annual bookings.
Overview
29
29
years of professional experience
Work History
Co-Founder
Agilitas, Inc
Boston, MA
04.2025 - Current
- Co-founded customer feedback analytics company to optimize UCaaS, CCaaS and CRM data tech stack investments
- Drive business development with clients, partners, and investors.
- Assist with product planning, service design, and launch coordination.
- Review customer feedback to improve product offering and services.
- Implement cost-saving measures across organization.
- Manage business and partner networks to improve client success.
- Handle daily operations to support workflow and productivity.
- Introduce process improvements that streamlined business operations.
- Promote positive company culture through employee engagement efforts.
- Hire new managers to drive sustainable business growth.
- Leverage trends in customer industries and marketplaces to shape solutions and approaches.
Senior Vice President. Customer Experience and Employee Experience
Ipsos north america
Boston, MA
08.2023 - 12.2024
- Responsible for retaining and growing client base representing $7 million in revenue for CX service line.
- CX strategic advisor and thought leader to C-level executives to help clients set up learning goals, develop strategy and advance CX, EX and digital initiatives within their organization.
- Acted as key client liaison for all aspects of CX research engagement—from proposal stage to final executive presentation.
- Worked with cross functional teams and client c-suite to identify pain points and deliver custom CX insights and strategic recommendations to drive revenue and loyalty.
- Managed a team of 7 CX strategists, program architects, and researchers to enhance the $750K CXM program for an international automotive retailer, driving improved customer engagement.
- Grew annual booking revenue of top account from $3 million to $3.5 million.
- Co-developed new AI CX offerings and frameworks for clients.
- Developed an ROI model for OEM, identifying opportunities to enhance key business metrics and financial outcomes through targeted CX strategies.
- Identified client pain points in CX reporting and implemented automation data processing and reporting activities that resulted in operational efficiencies and cost savings.
- Led project teams to provide guidance throughout design, execution and analysis of primary research CX, EX and digital B2B and B2C programs.
- Partnered with leading CXM platform suppliers (e.g., Medallia, Qualtrics) for large-scale CXM measurement programs for clients in financial services, manufacturing, construction and consumer packaged goods.
- Recommended international OEM on CX maturity, operating model and governance strategy to effectively deliver CX insights and activation to business teams.
- Co-authored thought leadership paper on Customer Experience Return on Investments (ROCXI) to guide CX leaders on linking CX initiatives to financial outcomes.
Principal Consultant, North America (NA) Strategy Consulting
Forrester Research
Cambridge, MA
01.2011 - 01.2023
- Acted as primary consulting client executive across several of Forrester’s largest client accounts.
- Identified and addressed client needs across Consulting offering portfolio, rapidly built credibility with client stakeholders, and supported long-lasting relationships with senior client stakeholders and C-suite executives.
- Directed execution of large-scale strategy consulting engagements in customer experience measurement, digital transformation, omnichannel maturity, competitive benchmarking, customer journey, segmentation, and corporate learning strategy, advising executives on actionable research findings and recommendations.
- Led consulting capability and scoping discussions with C-level executives’ clients in financial services, healthcare, technology, insurance, CPG and manufacturing.
- Created $500K-plus consultancy program for leading financial services organization.
- Designed, sold and executed a $750,000 research program for a global material company.
- Designed a custom consulting offering on customer experience measurement using internal research selling over $1M since start.
- Produced custom go-to-market sales enablement collateral and case studies, led sales operations training for account teams, enhancing go-to-market tools and value proposition messaging for consulting services.
- Achieved annual $1M yearly bookings and $120K quarterly revenue goals.
- Received President’s Club recognition in 2012 and 2013 for exceeding annual sales booking targets.
- Directed client communication for all projects to guarantee exceptional client experience and quality client deliverables in Financial Services, Healthcare, Technology, Insurance, CPG, Manufacturing industries.
- Integrated, built, and scaled Analytics Group in North American Strategy Consulting practice, strengthening analytical capabilities and service offerings.
- Advanced the design and production of innovative proposal and pricing templates, quantitative surveys and vendor partnerships, which generated standardization and process efficiencies.
- Mentored junior consultants in research design and methodologies including quantitative survey and qualitative instrument design, sample design, driver models, content analysis, case study design, SWOT analysis and customer journeys.
Project Manager, Energy Group
Opinion Dynamics Corporation
Waltham, MA
01.2009 - 01.2011
- Analyzed large-scale primary and secondary data to resolve client inquiries, delivering actionable recommendations that informed client decision-making.
- Developed research instruments and managed data collection activities, conducting in-depth interviews with senior executives, business leaders, and customers to gather insights.
- Maximized revenue for the company by securing partnerships with new clients and renewing existing contracts by delivering detailed proposals, insightful research recommendations and strong client service.
- Presented consumer research data at AESP annual conference and published energy efficiency research report, generating new business leads through strategic outreach.
Senior Analyst & Consultant
Eduventures Inc
Boston, MA
01.2007 - 01.2009
Customer Research Manager
Eduventures Inc
Boston, MA
01.2006 - 01.2007
Project Manager
Knowledge Networks
Needham, MA
01.2004 - 01.2006
Senior Research Analyst
Research International
Cambridge, MA
01.2002 - 01.2004
Co-Founder/President
TechTrends/Trace Strategies
Cambridge, MA
01.1998 - 01.2002
Education
Executive Business Courses -
New York University
New York, NY01-1995
Graduate diploma in Management and Marketing -
McGill University
Montreal, Quebec01-1995
Bachelor of Arts - Political Science
Concordia University
Montreal, Quebec01-1993
Skills
- UCaaS and CCaaS Vendor Evaluation and Partnerships
- Customer experience strategy and design
- Customer experience management implementation
- Onboarding and training
- Journey mapping
- Loyalty program measurement
- Driver analysis
- Employee experience
- P&L and budgeting
- Strategic planning
- Business development
- Data analytics
- AI implementation
- Client relationship management
- Team leadership
- Revenue optimization
- Market analysis
- Cross-functional collaboration
- Negotiation techniques
- Brand development
- Sales strategy
- Legal compliance
- Budget management
- Product development
- Capital fundraising
- Budgeting and forecasting
- Operations oversight
- Employee motivation and performance
- Contract negotiation
- Mission and vision alignment
- Stakeholder management
- Annual planning
Languages
- English
- French
Technical Proficiencies
- Medallia
- Qualtrics
- Microsoft Office Suite
- Teams
- Zoom
- SPSS
- SurveyMonkey
- Salesforce.com
- Smartsheet
- Tableau
- Google Docs
- Workday
- Claude
Accomplishments
- Forrester President's Club Winner: 2012 & 2013. Top Sales Performer.
Timeline
Co-Founder
Agilitas, Inc
04.2025 - Current
Senior Vice President. Customer Experience and Employee Experience
Ipsos north america
08.2023 - 12.2024
Principal Consultant, North America (NA) Strategy Consulting
Forrester Research
01.2011 - 01.2023
Project Manager, Energy Group
Opinion Dynamics Corporation
01.2009 - 01.2011
Senior Analyst & Consultant
Eduventures Inc
01.2007 - 01.2009
Customer Research Manager
Eduventures Inc
01.2006 - 01.2007
Project Manager
Knowledge Networks
01.2004 - 01.2006
Senior Research Analyst
Research International
01.2002 - 01.2004
Co-Founder/President
TechTrends/Trace Strategies
01.1998 - 01.2002
Executive Business Courses -
New York University
Graduate diploma in Management and Marketing -
McGill University
Bachelor of Arts - Political Science
Concordia University