About Dorian
Dorian is a leader in McKinsey's North American Customer Experience practice with a background that cuts across operations, marketing and organization. He specifically focuses on services institutions seeking to make significant improvements across their customer-facing operations. He brings deep expertise in customer experience, with emphasis on consumer and the small and mid-sized business segments. Dorian is also a member of McKinsey's Social Sector Practice, where he focuses primarily on improving financial inclusion and related go-to-market issues.
Dorian's recent work has spanned across several sectors. For example, he helped a leading regional insurer improve customer experience by refining call center processes. He also collaborated with a leading bank to transform its business lending operations.
Most recently, Dorian used his customer experience and customer lifecycle management expertise to support a leading pay TV company seeking to improve its customer experience by refining customer relationship management processes and deepening related capabilities at national scale.
Beyond his client work, Dorian is a frequent speaker at industry forums devoted to discussing and advancing the art and science of customer engagement and satisfaction. He has also published several articles in industry trade journals on these topics.
Dorian serves as a corporate Board Member of Arizona State University's Center for Service Leadership, and as a Fellow for the Filene Institute. He is also active in the Bay Area community and serves on the Leadership Council for Tipping Point.
Published work
Customer Journey Analytics and Big Data, McKinsey's CMSO Forum, May 2013
“From moments to journeys: a paradigm shift in customer experience excellence,” Consumer and Shopper Insights, April 2013
“How the affluent choose a bank,” Consumer and Shopper Insights, August 2012
“Yes, you can get satisfaction: Lessons from the customer experience survey,” Consumer and Shopper Insights, April 2012
“Banking on satisfied customers,” Consumer and Shopper Insights, April 2012
Past experience
| Peace Corps, Small Business Development |
Volunteer and Program Director |
| Panama League Benefits Trust |
Associate |
Education
| Wharton School of Business, University of Pennsylvania |
MBA |
| University of Pennsylvania |
MA in international studies |
| Pitzer College of Claremont |
BA in economics and psychology |