About CES

Customer Experience Solutions LLC

Customer Experience Solutions provides the insight you need when it comes to understanding banking customer benchmarks, From measurements of perception of overall quality and customer service to the ease-of-use of technology and bank practices to evaluation of levels of loyalty and vulnerability, Customer Experience Solutions creates custom CX programs that provide banks with a wide range of insights into the customer and prospect experience within their competitive environment.

Meet Our Team

Bruce Paul Bruce Paul is a principal subject matter expert with over 25 years of experience focused on helping banks design, build and deliver world-class customer experience and research programs. Bruce formerly was the Global Head of the Financial Services practice at the Nielsen Company, the world’s largest market research company.  He also previously led the US Customer Experience business for Greenwich Associates, the leading strategic consulting company in Financial Services.  In addition, he has held senior roles at Qualtrics and at IPSOS (formerly Synovate). In those roles, he has worked with many of the leading banks and credit unions across the US and around the world.  He has personally designed the Customer Experience and/or Market Research programs at 7 of the largest 15 North American banks, and scores of smaller Community Banks and Credit Unions. In addition to being a Fulbright scholar, Bruce has degrees in Political Economy, Asian Studies, and Chinese from the Yale University Center at the Chinese University of Hong Kong and from the University of California at Berkeley .


Dennis Wong

Dennis has been solving customer quandaries for over thirty years.  He is a passionate advocate for improving the customer experience and exceeding customer expectations.  His prime goal is to assist community banks to use customer experience research to grow their businesses through customer acquisition and retention in both B2B and B2C market segments. 

Previously, Dennis has served in many business roles including CEO, CMO and Strategic Advisor in industries such as travel, consumer package goods, advertising, healthcare, real estate and manufacturing 

A native Hawaiian, Dennis has an MBA from Michigan State University and BA from Northwestern University.  He is a renowned member of Rotary International with a passion for building peace and ending violence.

Tim O’Krongly

As the business development director for CES, Tim’s years of planning and executing successful sales and marketing promotions for companies have provided an intimate understanding of how to deliver results. He is a well-balanced, empathic initiator with clear understanding of possible best practices for clients. He is driven to inspire individuals to accomplish common goals.

Tim’s perspective is a valuable addition to the CES business development efforts; his focus is on promoting the company’s competencies and analyzing data to identify opportunities to develop unique business propositions for customers. He is challenged to assess customers’ needs and objectives, then create measurable programs that deliver on expectations.

Tim has worked with a diverse group of agencies: advertising, event production, promotion, co-marketing, ethnic…and as a client for CPG manufacturer Kraft Foods, creating consumer and retail-centric marketing programs. Having worked with a broad group of client’s in diverse industries Tim provides a variety of insights into possible best practices for clients. His ability to motivate teams to focus on outcomes is driven by his desire to inspire individuals to accomplish common goals. Client experience includes: Coca-Cola, Miller, Fisher-Price, Pepsi, General Mills, Starbucks, Pizza Hut, KFC, Paramount, Disney, Oscar Mayer, General Foods and Kraft.


Victoria Lopez Vicki leads the strategic development of the business and intelligence products for our clients. She is charged with ensuring that everything we do adds significant value to the bottom line of the banks and credit unions we work with. Previously, Vicki has had long careers in Education and Finance across Asia and North America. She is an experienced business leader with a penchant for cutting to the chase to create win-win scenarios. She has a BA from Lock Haven University and a MA from Temple University in Japan.


Karl Ernest Karl is an Analytics Consultant who is responsible for interpreting survey data and producing benchmark reports. Karl has experience in Research and Marketing in both the United States and the United Kingdom. He is an analytical thinker with strong attention to detail which enables him to produce high quality results. Karl has a BA in Business from Bournemouth University in the United Kingdom.

Ankita Banerjee Ankita is a Data Analyst who is responsible for analyzing and curating Benchmark results for clients. Ankita is a veteran of IMRB, one of the top market research training grounds in the world, Accenture, a leading management consultancy, and Google, a little-known website with a funny name. She is a creative thinker who brings flair to the heavy-duty analytics she tackles. She has degrees from Presidency College and the University of Calcutta.

DaSh factor LLC Our digital marketing partner, DaSh factor LLC, is owned by David and Shadra Bruce. They support our digital marketing strategy and ensure the quality of our content and social media. Shadra Bruce is a digital marketing consultant who specializes in creating comprehensive campaigns online for companies and individuals. While Shadra spends most of her time strategizing with clients, her own articles have appeared in a variety of magazines and newspapers in print and online. Shadra has a bachelor’s degree in economics from Alfred University and a master’s degree in English Literature from Mercy College. She has also earned a social marketing certification from Hootsuite. Dave is a writer, editor, and proofreader and provides all of the quality control for DaSh factor. His are the last eyes to review every piece of content before it goes live, making every word matter. With an extensive background in business administration and benefits management, he understands the importance of nuanced communications. Dave has a bachelor’s degree in English Literature from Boise State University and a master’s degree in English Literature from Mercy College.