Management consulting firm Kurt Salmon is pleased to welcome Robert Howard as a partner in its Retail and Consumer Products Group.

Mr. Howard is an omnichannel expert, having spent more than 20 years delivering online and in-store retail customer experience solutions. He has consulted with some of the world’s largest and best-known companies across the United States and Western Europe, among them Home Depot, McDonald’s and FedEx Office, and is the author of 7 Steps to Customer Experience Domination and co-author of The Customer Experience Fiasco.

“The retail industry is undergoing a renaissance as a result of the opportunities presented by omnichannel,” said Mr. Howard. “At Kurt Salmon, I look forward to helping retailers compete and grow by merging the in-store experience with the digital experience in order to engage the customer in new and exciting ways.”

Mr. Howard joins Kurt Salmon from retail research firm Service Management Group, where in his role as senior vice president he managed the design and delivery of customer analysis and insights for nearly 100 retail clients. Prior to SMG, Mr. Howard founded ClearBrick LLC, a provider of innovative digital customer experience solutions including omnichannel enterprise transformation. Previously, Mr. Howard was a principal with Deloitte Consulting, where he led the early development of what would become Deloitte’s omnichannel practice, which managed multichannel and retail technology engagements and developed omnichannel-based solution frameworks.                                                                              

Madison Riley, head of the firm’s Retail and Consumer Products Group in North America, lauded Mr. Howard’s track record of designing and implementing transformative omnichannel solutions for retail clients.

“We’re very excited that Robert is joining Kurt Salmon,” he said. “He will bring invaluable knowledge and experience to our omnichannel team.”