Digital & Customer Experience

Chris Sutton is Vice President, U.S. Automotive Retail Practice at J.D. Power. He is responsible for the company’s U.S. syndicated retail studies, Sales Satisfaction Index (SSI) and Customer Service Index (CSI). Additionally, his team conducts proprietary research and tracking engagements, including sales rejecter, service defection measurement, and sales, service and Internet mystery shops. The team also conducts strategic consulting engagements that support client customer experience improvement, as well as numerous in-dealership consulting engagements resulting in demonstrated improvement.

Prior to joining J.D. Power in 2005, Mr. Sutton spent 12 years at Ford Motor Company in various field and corporate positions, gaining experience in sales, marketing, dealer franchising, vehicle operations and customer experience program management.

Mr. Sutton speaks regularly at automotive industry conferences and has been quoted in The Wall Street Journal; The New York Times; Automotive News; The Washington Post; and USA Today.

Mr. Sutton earned a bachelor’s degree from Indiana University and an MBA from Miami University in Ohio.

Rich Bongiorno is Managing Director, Customer Service Advisory at J.D. Power. He is responsible for the management of the company’s Customer Experience Management product, including the Voice of Experience (VoX) data and analytics technology platform, which is  J.D. Power’s solution for customer experience management. In this role, he sets the strategic direction and product development road map in this space for J.D. Power. Additionally, he supports business development efforts as a subject matter expert within the organization. 

Mr. Bongiorno joined J.D. Power in 1998. Prior to his role in Product Management, he led a global business transformation initiative for J.D. Power, which focused on improving the way the company designs, executes and delivers its syndicated and proprietary data and insights products to the market. This initiative involved global teams across the company organized into work streams.

Earlier at J.D. Power, Mr. Bongiorno held several roles of increasing responsibility across several syndicated and proprietary research engagements. He was responsible for the management and execution of some of the company’s most respected and watched syndicated studies across the automotive industry. 

On the proprietary side of the business, Mr. Bongiorno has been responsible for some of J.D. Power’s largest and most complex proprietary tracking engagements across several different industries. During his tenure in this role, his team was nominated for and received the American Honda Premiere Partner Award multiple times.

Mr. Bongiorno received an MBA from Pepperdine University. He holds a certificate in Pragmatic Product Management and a Lean Six Sigma green belt certification. 

Amit Aggarwal is a Managing Director in J.D. Power’s Digital Solutions practice.  Amit is J.D. Power’s foremost subject matter expert on Digital CX.  Amit leads a team that develops and delivers solutions to help clients benchmark and improve their digital products and experiences of their customers. We start with customer research, develop actionable recommendations, and deliver via consultative workshops with our clients.  

For more than 15 years, Amit has helped clients across all industries benchmark, evaluate, and improve the customer experiences they deliver in digital channels. He brings a deep understanding of the history of digital CX to bear when considering how to react to the present and prepare for the future. 

Amit earned a Master of Business degree from University of California, Los Angeles (UCLA) and a bachelor’s degree in Computer Science and Cognitive Science with a concentration in Human-Computer Interaction from Stanford University. 

Scott Yamauchi is a Managing Director in J.D. Power’s Customer Experience Solutions practice. Scott is responsible for managing the implementation and ongoing execution of all Customer Experience research programs in the U.S.

Scott has 20 years of experience working with clients to help them achieve their CX goals. Additionally, he supports the strategic efforts to apply best practices in Customer Experience research across our global offices. 

Scott earned bachelor's degree from the University of California, Los Angeles (UCLA) in Sociology and Business Administration. He has received a J.D. Power Award of Excellence, a J.D. Power Technology Transformation Award, and the Honda Premier Partner Award. 

Jon Sundberg is a Director in J.D. Power’s Digital Solutions practice. Jon manages a portfolio of digital research studies across a variety of industries, including automotive, insurance, utility, and financial services. With nearly 10 years of digital research experience, Jon is passionate about good digital experiences and keeping up with current digital trends. He spends much of his time translating study results into actionable insights for clients.

Along with his role at J.D. Power, Jon also teaches at local universities.

Jon earned a Master of Business degree in management and organizational behavior from California Lutheran University and a Doctorate in Organizational Leadership from Pepperdine University.

Jared Stevenson is a Director in J.D. Power’s Digital Solutions practice, where he focuses on digital strategy, as well as user and customer experience optimization. He brings a unique view built off his diverse background, including stints at a rare disease advocacy organization, the United States National Academy of Sciences, a test-prep company, and a management consulting firm.

Jared has also worked as a consultant for a human rights organization, a biological research lab, a health-tech startup, and an Indonesian energy efficiency company.

Jared earned a Bachelor of Science in Biology, with a focus in Genetics, from Fairfield University, in Connecticut.

Ila Ghosh is a Research Director for the Customer Experience Solutions practice at J.D. Power. Ila is the Program Architect and implementation lead for the company’s proprietary customer satisfaction tracking programs executed. In prior roles, Ila has had extensive experience managing the design, execution and analysis of syndicated and proprietary studies across multiple sectors.

Ila has nearly 20 years of market research and customer relationship marketing experience. She also has extensive consulting experience gained through her employment as a Senior Consultant with Deloitte Consulting, working on several strategy and operations projects for multiple automotive clients.

Ila graduated from the Pune University in India with a bachelor's degree in Mechanical Engineering and a master's degree in Business Administration.

Wade is a Director for Customer Experience Solutions practice, responsible for the implementation and ongoing management of Customer Experience (CX) programs at J.D. Power. He specializes in automotive retail engagements focused on improving dealership sales and service satisfaction and retention. His team delivers end-to-end professional services from program design to CX platform configuration and insights delivery.

Prior to J.D. Power, Wade held an account management role at Ipsos, supporting advertising, branding, and product planning research along with business development.

Wade earned a Bachelor’s degree in Advertising with an emphasis in Business Marketing from Pepperdine University.