To help our clients in delivering a superior customer experience, Condado Group focuses on the critical integration of people, process, and technology.
Condado Group is a Customer Relationship Management (CRM) and Contact Center consulting firm recognized for its experience, integrity, partnering approach, and proven results. We are dedicated to helping our clients dramatically improve the performance of their Marketing, Sales and Customer Service operations. To help our clients in delivering a superior customer experience, Condado Group focuses on the critical integration of people, process, and technology. Condado Group offers a full spectrum of strategy, design and implementation services.
Customer Solutions
Marketing Solutions
- Marketing Analytics
- Campaign Management
- Business Intelligence
Sales Strategy and Automation Solutions
- Sales Strategy and Roadmap Development
- Sales Process Design
- Sales Automation
- Sales Incentive Compensation
Customer Experience Management Solutions
- Customer Experience Strategy and Roadmap Development
- Customer Experience Segmentation Strategy
- Organizational Readiness Review
Customer Service and Contact Center Solutions
- Contact Center Strategy and Roadmap Development
- Contact Center Performance Optimization
- Contact Center Implementation
- Workforce Management Planning and Staffing
- Training Development and Delivery
- Quality Assurance Monitoring and Employee Development
- Contact Center Technology
- Customer Satisfaction Survey Development and Measurement
Rich Pusateri, President and CEO
With over 18 years of customer relationship management and contact center industry experience, Mr. Pusateri sets the strategic direction for the firm, leading the consulting team in providing management consulting services which have delivered measurable results for his clients. He has delivered highly successful projects at major corporations in many industries including hospitality, consumer business, telecommunications, financial services, manufacturing and non-profit associations.
Prior to founding Condado Group, Mr. Pusateri spent nine years as a Management and Information Technology consultant at Deloitte Consulting, three years as a Vice President at eLoyalty Corporation and over seven years in providing contact center IT project management and outsourcing services at Electronic Data Systems (EDS) as a member of the Customer Service Technologies group. While those years provided Mr. Pusateri with broad, cross-sector experience, they also drove his development of incisive, strategic analysis skills, skills that have facilitated many of the country’s most successful companies with their ongoing business planning. Mr. Pusateri has lead projects that address customer experience strategy and design, contact center optimization roadmaps, IVR self-service design and implementation, multi-site VoIP ACD implementation and sales automation design and implementation for companies such as Staples, Wyndham International, R.R. Donnelly, Sprint, Federal Reserve System and AT&T Wireless.
