RGP Chief Strategy & Experience Officer Jennifer Jones on the human experience of digital transformation

What if the biggest obstacle to delivering a world-class customer experience isn't your technology or your strategy, but the very way your teams are structured and enabled to work?

Agility requires more than just rapid iteration; it demands a deep understanding of the human elements within our systems. It's about creating an internal environment that can fluidly adapt to—and even anticipate—the needs of the external customer.

Today, we're going to talk about the often-overlooked foundation of successful business transformation: the human experience. We’ll explore why the employee experience isn't just an HR initiative but a direct driver of customer outcomes, and how designing systems around the way people actually think—not just how we’re organized on a chart—is critical. We'll also get into the practical application of a human-centered lens to business processes and why so many large-scale changes fail when they don't properly connect the dots between people, processes, and technology.

To help me discuss this topic, I'd like to welcome, Jennifer Jones, Chief Strategy & Experience Officer at RGP.

About Jennifer Jones

Jennifer Jones is Chief Strategy & Experience Officer at RGP, a global professional services firm, where she leads enterprise strategy and experience end-to-end—aligning go-to-market, customer and employee experience, and operating models to accelerate growth and retention. She is responsible for translating strategy into execution across the business, partnering across sales, delivery, finance, technology, HR, and talent to remove friction, strengthen adoption, and drive measurable outcomes.
 
Jennifer also leads global marketing and communications, shaping RGP’s market voice, positioning, and demand generation engine. Previously, she served as Chief Marketing Officer, where she unified the company’s brand, go-to-market strategy, and growth programs to support its evolution into a differentiated, execution-focused consulting firm.
 
With more than 28 years of experience, Jennifer is known for closing the gap between vision and execution. She has led large-scale transformations across brand, customer and employee experience, service design, and AI-enabled operating models—helping Fortune 500 organizations modernize in ways that drive adoption, unlock value, and deliver sustained impact. Her work is grounded in human-centered design, ensuring transformation is not only strategic, but people-focused, actionable and enduring.

Jennifer Jones on LinkedIn: https://www.linkedin.com/in/jennifergardnerjones/

Resources

RGP: https://rgp.com/

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