Jamie Cleghorn, Partner, Bain & Company.
15-year firm veteran will oversee the practice's focus on integrating AI and digital capabilities into customer-led growth strategies, succeeding Darci Darnell.
Bain & Company has named Jamie Cleghorn as the new Global Head of its Customer practice. In his new role, Cleghorn will lead the firm's team focused on helping clients develop strategies centered on customer experience, marketing, sales and pricing.
The appointment comes as companies across B2C and B2B markets adapt to changing customer expectations influenced by advances in data analytics, artificial intelligence and digital engagement. Bain's Customer practice works with clients to integrate these growth disciplines with broader corporate strategy and technology execution. As Global Head, Cleghorn is tasked with advancing the practice's growth solutions and scaling its AI and digital capabilities.
"The next business cycle will demand that companies infuse the latest AI technologies into their existing business models and transform from the inside out," said Cleghorn in a statement. He noted a "clear through line" from the firm's earlier work on customer advocacy, such as the Net Promoter Score system, to the AI- and data-driven transformations it facilitates today.
Based in Chicago, Cleghorn has been with Bain for 15 years, specializing in customer-centric growth and commercial transformation. He was involved in developing the firm's Commercial Excellence Solution and co-wrote its "B2B Elements of Value" approach for architecting value propositions. His client work has often centered on technology businesses and growth transformations for companies backed by private equity.
Cleghorn succeeds Darci Darnell, who led the Customer practice for the past seven years. During her tenure, Darnell co-wrote the book Winning on Purpose: The Unbeatable Strategy of Loving Customers and helped shape the firm's perspective on earned growth.
François Faelli, Global Head of Capabilities at Bain & Company, commented on the appointment, stating that Cleghorn "brings a rare combination of strategic rigor, commercial instinct and technological fluency."
SOURCE: Bain & Company
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