Jon Picoult

Jon is the founder of Watermark Consulting, a customer experience advisory firm that helps companies impress their customers and inspire their employees. As a management consultant and keynote speaker, Jon has worked with thousands of business leaders across some of the world’s foremost brands, helping companies capitalize on the power of loyalty—both in the marketplace and in the workplace. His insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, NBC News and, Inc. Magazine. Prior to founding Watermark, Jon held senior executive roles at Fortune 100 companies leading service, technology, sales, marketing, and distribution. He received his AB in cognitive science from Princeton University and his MBA in general management from Duke University.
Customer Experience
July 2016
Want to Enhance Your Customer Experience? Focus on the Write Stuff
BY Jon Picoult
July 6 2016
Faced with maturing markets and increased competition, many companies are seeking to differentiate themselves by enhancing their customer experience, but those efforts might be misguided. That’s...
  • GettyImages-1410290500
    Hybrid Test Data Strategies
    By Jennifer Raml
    Test data strategy belongs in boardroom discussions, not buried in technical specifications. But here's what actually happens: executives assume IT has it handled, middle managers inherit whatever st
  • Feature_Greenfield
    Forms That Fuel Growth
    By Andrew Stevens
    Despite their pivotal role in customer journeys, forms are still viewed by many organizations as operational overhead. In a digital-first era, that outdated view is a hidden drain on revenue and a gro
  • AdobeStock_637183369
    The Agent Is the Interface: How Agentic AI Is Rewriting the Rules of CCM
    By OSG
    2026 isn’t a year of incremental improvements in customer communications. It’s the year AI stops assisting and starts acting, and for CCM practitioners
  • The Next Architectural Leap in Document AI
    By Andrew Bird
    The current state of AI document processing follows a recognizable pattern. An organization crafts a prompt — often quite sophisticated with detailed instructions and examples — passes it to a lar
  • GettyImages-2238982153
    The Essential Role of Welcome Kits in Member Enrollment and Retention
    By Jason Pothen
    Here are the top 7 ways a dynamic, custom welcome kit can help you maintain and grow your membership rates, improve engagement and keep your members satisfied