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Mark Willard

Customer Experience

Prior to Phoenix Marketing International, Mark was the Managing Director of Market Strategies International's Financial Services Division and has more than 25 years of experience in research. Mark has extensive experience in both qualitative and quantitative research techniques. Prior to MSI, Mark was an Executive Vice President position at Research International, where he led the Financial Services practice. Mark was the managing director and founding partner of The Willard and Shullman Group, a full-service research and consulting firm. At Willard and Shullman, Mark managed all consulting and project-related activities and was also the firm’s chief methodologist. Before Willard and Shullman, Mark was an internal consultant for Citicorp, where he was involved in the development of virtually all of its customer satisfaction measurement programs worldwide.

Mark has an undergraduate degree in psychology from Hofstra University and has completed coursework toward his Ph.D. in applied psychological research, also at Hofstra.

Leadership team

Allen R. DeCotiis, Ph.D.

Chairman and Chief Executive Officer

Martha Rea

President and Chief Research Officer

Scott A. Spry, MBA

Chief Operating Officer

Elizabeth L. Trachte, MA

Chief Financial Officer

Tamil Selvan

Chief Technology Officer

Heather Still

Chief People and Culture Officer

Neal Chambliss

EVP Research, Marketing Consulting

Anne-Marie Duffy

EVP, Communications & Brand Insights

Paul Kultgen

EVP, Brand Effect Marketing Performance

Andrew Grant

Head of Europe Operations

Brian Maraone, MBA


Mark Willard

Customer Experience

Steve Wakefield

Health / Advanced Analytics

Edye Twer


John Antonello

Travel & Leisure / CPG / Multicultural

Jim Berridge


Florian Thielecke

Client Service, Europe

Michele Orlick

Networks & Media

Kevin Meixner