Frank Capek, Affiliate

Frank Capek

Frank Capek has spent more than 25 years helping leading organizations create products, services, and experiences that significantly improve the performance of their business by transforming the well-being of customers and employees.

His work has included everything from designing retail stores and restaurants to creating distinctive products, services, and technology for a range of financial institutions, healthcare organizations, and consumer products companies, as well as business services providers.

Frank is an expert on the integration of design and behavior. In the course of his work, he’s pioneered many of the most effective tools for profiling and influencing how people perceive, interpret, and act on their experiences. These tools are the backbone of the influence modeling and design methodology employed by Customer Innovations. Over the past decade, an increasing amount of Frank’s work has focused on the intentional design of leadership and employee experiences that generate and reinforce desired customer experiences.

Frank’s clients have included: AARP, American Express, Amway, Armani, Chase, Chick-fil-A, Convergys, Comerica, Compassion International, Delta Dental, Detroit Edison, Dominion, Entergy, Fidelity, Humana, ING, Jiffy Lube, Kaiser Permanente, Lincoln Financial, L’Oreal, Merrill Lynch, Michelin, MIT, Nationwide, Novartis, OSF Heathcare, Principal Financial, Sinclair Oil, United Van Lines, Union Bank, ViiV Healthcare, Western Union, Yves Saint Laurent and Zale.

Frank is a highly rated, entertaining, and engaging presenter and workshop facilitator. He provides keynote addresses, conducts executive working sessions, and leads experiential learning events for leading companies around the world.

Frank founded Customer Innovations in 1998. At various times, Customer Innovations has operated as a practice within other consulting businesses, including: CSC Index, eLoyalty, and The Concours Group. Prior to Customer Innovations, Frank held executive positions at Chase Manhattan, Zayre Corporation, and Colgate Palmolive / Kendall Company.

Frank’s work on experience design began in 1984 with research on the integration of design and cognition at MIT. Frank received a B.S., Mechanical Engineering from MIT in February 1984 and a B.S., Mathematics with Highest Honors from the State University of New York in 1982. He has also studied cognitive science, artificial intelligence, and applied mathematics at Harvard University and the Courant Institute.