At ICF we understand customers’ needs and an organization’s service delivery through market research, user research, and business analysis. This allows us to develop complete Customer Experience (CX) solutions for government, utilities and commercial clients —taking the User Experience to the next level of IT development. Our experts create models for shared understanding that allow organizations and stakeholders to prioritize and implement effective solutions to help them better serve their customers.
Customer Experience solutions from ICF include:
Stacy Surla has more than 14 years of experience delivering client‐focused user experience services with a concentration on e-government and nonprofit digital projects. She also has a consulting background in information technologies (IT), research, and project evaluation that spans 30 years.
Ms. Surla's areas of expertise include designing for the user experience, web strategy, knowledge management (KM), content strategy, information architecture (IA), and multichannel service design.
Deanna Peiffer recommends, develops and leads business-building strategies that increase consumer engagement, retention and growth. She leads service design initiatives for ICF’s government and commercial clients across industries.
Ms. Peiffer teaches organizations how to evaluate and measurably improve the quality of their customers' end-to-end experience, recommending strategies that lead to more rewarding interactions for customers and staff. She works with leaders across organizations to collaborate on common goals, socialize new concepts, motivate staff, and implement strategies and communications designed to impact behavior change.
A distinguished experience designer and strategist, Mary Schwarz guides clients as they reimagine their digital future. Mary has collaborated on more than 100 campaigns to reach and actively engage diverse populations. She is adept at data analytics and performance management, and actively advances our collective understanding of how to harness data to improve performance.