About CES

Customer Experience Solutions LLC

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 dozens of smaller Community Banks.

In addition to being a Fulbright scholar, Bruce has degrees in Political Economy, Asian Studies, and Chinese from the University of California at Berkeley and the Chinese University of Hong Kong.

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 add 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.

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.