A Council of operators and advisors reviews every client's data before anything is recommended.
Our Council reviews every signed client's data and prioritizes the best-fit solutions before anything is recommended. Members span Energy, Healthcare, Healthcare AI, CX, HR, Labor, BPO, and Contact Centers. Each engagement draws on the members whose industry and experience fit your situation. The technology finds the cause. The Council tells you what it means and what to do about it.
Council roster
Brett Kiley
Founder and CEO
After 20 years at a Fortune 10 company tackling employee turnover across retail, distribution centers, call centers, and executive teams, Brett Kiley founded Experience Improvement Partners to bring proven retention strategies together with AI. His mission is to help organizations move from reacting to turnover to preventing it, turning employee retention from a cost center into a growth strategy. His approach combines firsthand operational experience, predictive insights, and a team of industry experts to help businesses retain talent, strengthen performance, and protect their bottom line.
Tony Fox
Chief Growth Officer
With over 20 years of experience spanning banking, financial technology, business intelligence, and executive leadership, Tony Fox brings a unique combination of technical expertise and commercial strategy to Experience Improvement Partners. From leading client engagement at Dark Matter Technologies and Black Knight to serving as General Manager and Chief Revenue Officer at SmartSearch, he has built his career connecting technology, people, and business performance. His mission: turn data into actionable insights, strengthen client relationships, and help organizations achieve sustainable growth.
Jesse McCarty
Chief Human Resources Officer
With 15+ years of experience scaling people operations for organizations of up to 60,000 employees, Jesse McCarty has built his career transforming how companies manage, develop, and retain their workforce. From workforce analytics and HRIS transformation to leading change management initiatives for Fortune 500 organizations, he brings that expertise to Experience Improvement Partners. His mission: people operations shouldn't just support the business, they should drive it, turning workforce insights into stronger retention, better employee experiences, and measurable business growth.
Lilian Jiang
Chief Technology Officer
With 6+ years of experience leveraging data science and advanced analytics to drive marketing performance and business growth, Lilian Jiang has built her career turning complex data into actionable business strategies. From developing machine learning models and customer segmentation to building attribution frameworks for high-growth fintech and SaaS companies, she brings that same analytical expertise to Experience Improvement Partners. Her mission: data isn't just about understanding what happened, it's about predicting what comes next and turning insights into smarter decisions, stronger retention, and measurable business growth.
Lissa Campbell
Healthcare
With 20 years of experience in sales, marketing, and business development, Lissa Campbell brings a relationship-driven approach to helping organizations grow and thrive. At Experience Improvement Partners, she focuses on connecting businesses with strategies that strengthen employee experience, improve retention, and drive measurable results. Her mission: turn stronger workplace experiences into lasting business relationships and sustainable growth.
Ricardo Flores
Energy
With 15+ years of experience helping companies from small businesses to Fortune 100s solve their toughest challenges, Ricardo Flores has built his career connecting leaders with the right people, strategies, and solutions to drive real business results. He is currently at Korn Ferry. From leading enterprise engagements at RGP to building a strategic consulting practice at FlexTek, he brings that same expertise to Experience Improvement Partners. His mission: retention isn't just about keeping employees, it's about identifying the real problems, aligning the right people, and turning workforce challenges into sustainable growth.
Frank Wassenbergh
CX Teams
With 20+ years of experience in technology consulting, telecommunications, and customer experience, Frank Wassenbergh brings a strategic, relationship-driven approach to helping organizations grow. On our team, he focuses on connecting businesses with technology and operational strategies that enhance customer experiences, strengthen performance, and deliver measurable results. His mission: turn innovative solutions into lasting partnerships and sustainable business growth.
Vanessa Menario
Contact Centers
With 15+ years of experience scaling contact center operations for Fortune 50 companies, Vanessa Menario has built her career transforming customer experience and workforce performance. From growing programs from 55 to 1,800 FTEs to reducing attrition by 59% in just 90 days, she brings proven operational expertise and AI-powered CX solutions to Experience Improvement Partners. Her mission: customer experience and employee retention go hand in hand, and combining operational excellence with AI can turn both into measurable business growth.
Scott Johnson
CEO / Operator Advisor
With 30+ years of experience as a CEO and business operator, Scott Johnson brings a results-driven approach to helping organizations grow. On our team, he focuses on strengthening operational performance, building effective execution systems, and helping businesses turn strategic improvements into measurable results. His mission: transform business challenges into lasting operational improvements and sustainable growth.
Derek Vitatoe
Labor
With 25+ years of experience across retail, healthcare, manufacturing, and logistics, Derek Vitatoe has built his career helping organizations strengthen their people strategies and improve workforce performance. From serving as a Division HR Director at a Fortune 5 company to becoming a SHRM Education Provider, he brings decades of HR leadership and industry expertise to Experience Improvement Partners. His mission: HR isn't just about managing people, it's about building stronger organizations, improving employee retention, and turning workforce strategy into measurable business growth.
Veronica Verhoff
HR
With 18+ years of experience in talent strategy, workforce optimization, and organizational leadership, Veronica Verhoff brings a people-centered approach to helping organizations grow. On our team, she focuses on aligning people, processes, and technology to improve employee experience, strengthen retention, and drive measurable business results. Her mission: build stronger workplaces where people thrive, operations run efficiently, and businesses achieve sustainable growth.
Jason Heil
BPO
With 12 years in the BPO industry, Jason Heil is Co-Founder and Managing Partner at Redial BPO. He brings hands-on experience running outsourced customer operations and building the teams behind them to Experience Improvement Partners.
Brian Sutherland
Healthcare AI
Brian Sutherland built Humana's first member-facing intelligent virtual assistant, a platform now generating more than $7 million in annual savings with a 31% lift in task completion. Before building it, he spent time in Humana's call center to learn where technology would help the people doing the work. He brings that operator-first approach to customer-facing AI to Experience Improvement Partners.