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Bain & Company Appoints Jamie Cleghorn

In a significant move to bolster its dedication to customer-centric business strategies, Bain & Company has announced the appointment of Jamie Cleghorn as the new Global Head of its Customer practice. This strategic decision is aimed at helping business leaders accelerate growth by making customer satisfaction a top priority.

As companies face rapidly changing customer expectations—driven by technological advancements in data analytics, artificial intelligence, and digital engagement—there is an increasing need for companies to revolutionize their approach to offerings, branding, marketing, sales, pricing, and overall customer experience. Bain's Customer practice has been at the forefront of this challenge, partnering with clients to deliver transformative results that seamlessly integrate various growth disciplines ranging from strategy to technology and on-the-ground execution.

Jamie Cleghorn's appointment underscores Bain's commitment to setting the global benchmark for modern organic growth in today’s dynamic market. Leading a world-class team of practitioners, Jamie’s mission will be to help clients deepen their relationships with C-suite leaders, enhance advisory services, and expand Bain's digital capabilities, particularly in leveraging AI technologies to create sustainable growth pathways.

François Faelli, Global Head of Capabilities at Bain & Company, expressed confidence in Jamie's leadership, citing his unique blend of strategic insight, commercial acumen, and technological expertise. These attributes make him well-equipped to deepen Bain’s engagement with business leaders, scale collaborative partnerships, and push boundaries in customer-led transformation initiatives.

Bain’s Customer practice has a long history of influencing how companies cultivate customer loyalty and drive enduring growth. From the development of the Net Promoter Score® system in the early 2000s to current AI-driven innovations in customer engagement, the practice has continually shaped industry standards. Under Jamie’s leadership, the focus will remain on innovation in customer-led growth, with an emphasis on embedding AI in operational models for maximizing customer value.

"We have a strong continuum from Bain's initial work on customer advocacy to today's transformative efforts powered by AI and data analytics," stated Jamie Cleghorn during his announcement. He emphasized that with the challenges of the next business cycle, companies will need to infuse cutting-edge AI technologies into their business models and transform fundamentally from within. Jamie expressed eagerness to work with his teams and partners to expedite client transitions, all while adhering to the foundational principles of value creation and customer-led growth.

Jamie brings extensive experience in customer-centric strategies and commercial transformations to this new role. Having played a vital role in developing Bain's renowned Commercial Excellence Solution over the last 15 years, he has excelled in enhancing revenue operations and optimizing performance across various business functions including marketing and sales. He has also co-authored the B2B Elements of Value and created the Sales Play SystemSM, instrumental tools in fostering repeatable B2B growth.

His contributions have spanned multiple industries, with a notable focus on technology firms and transformations supported by private equity. Jamie succeeds Darci Darnell, who has elevated Bain’s Customer practice for the past seven years and is acclaimed for her role in shaping the firm's customer-focused strategies. Darnell was pivotal in the launch of Bain's digital reinvention efforts, aimed at delivering tangible and lasting results for clients worldwide.

For those looking to pursue opportunities in consultation, Bain & Company continues to seek innovative approaches to address today's pressing challenges across various sectors. With Jamie Cleghorn at the helm of the Customer practice, the company is poised to redefine the role of customer-centric strategies in driving long-term growth and success.