Diverse experience, educational backgrounds, and approaches make the Waypoint team one of the strongest customer experience consultancies in the industry. You benefit from our ability to apply CX tools to industries as diverse as business consulting, manufacturing, software, and more.
CEO, FounderSteve BernsteinCEO, Founder
Steve is an experienced executive focused on Customer Experience, with 20+ years of experience in developing leading strategies with hands-on execution. Prior to founding Waypoint Group, Steve was responsible for Solutions Development at Satmetrix, the co-developer of Net Promoter(R), where he assisted clients with implementing customer loyalty programs based on Net Promoter while also running Satmetrix’ own Net Promoter program as a showcase of best practices and real results. Before joining Satmetrix, Steve held Vice President positions at Enkata and Blue Pumpkin, where he led the charge to develop winning customer-focused strategies that led to sustainable growth, profitability, and #1 market share position. Steve has also held senior leadership positions with Cipient, Cisco Systems, and other global organizations.
Steve is Net Promoter Certified and was awarded his BA in Economics from University of California at Berkeley (Go Bears!)
Customer Success ConsultantBarbara SivertsCustomer Success Consultant
An advocate for customers and talent, Barbara Siverts has an extensive background in networking and software. At Cisco she has held leadership roles in Services Strategy, Internet Business Consulting, Software Quality, Supply Chain, Governance, Operations and Information Technology.
Her specialty is establishing new business capabilities that scale. She is experienced in building and leading teams, facilitating executive forums, innovating business processes and employee development programs, and creating Internet business thought leadership. Barbara has been a featured speaker at Stanford and several Fortune 500 companies. She also held Product Marketing roles for early ERP software provider ASK Computer.
She earned a BS degree in Business with a concentration Marketing and a minor in Advertising from San Jose State University.
Behavioral SpecialistJohn GlazierBehavioral Specialist
John Glazier is a sales and marketing professional, with broad experience in management of strategic improvement programs for Technology, Retailing, Financial Services, and Consumer Products.
John has over twenty years experience in managing teams and programs focusing on information-based process improvements with marketplace leaders including Hewlett Packard, Apple Computer, Viacom, Levi Strauss, C.B.S., Chevron, and Microsoft.
He has designed and managed diverse initiatives to increase customer acquisition, reduce sales cycle times, improve products, add value, and build customer relationships through improved customer feedback, employee engagement, service quality, and sales force effectiveness.
John earned an M.B.A. Marketing, University of California at Berkeley and a B.A. Economics/Social Psychology, Stanford University.
Wayne’s passion is to help companies and individuals more effectively and enjoyably serve the people who are their clients. Wayne has helped shape the global marketing communications of IBM, Microsoft, and Intel while serving as planning director for their global agencies, Ogilvy & Mather, McCann-Erickson, and Euro RSCG. His work earned seven EFFIE awards for marketing effectiveness. Wayne also gained an appreciation for the client side of marketing at Citibank and EF Hutton. Starting with BA from Princeton University in the (oxymoronic) history of modernization, Wayne indulged his penchant for TLAs with an MBA from NYU.
A former New Yorker and one-time Parisian, he lives in the San Francisco area with his wife, two children, and road bike.
Director of MarketingSabrina BozekDirector of Marketing
Sabrina Bozek is a driven, results oriented marketing professional with both agency and corporate experience in travel, microfinance and sports. Originally from Miami, she moved to San Francisco from New York, where she worked for Fairmont Hotels & Resorts. Sabrina is passionate about elevating and optimizing brands through consumer insights and analytics based decisions. She combines both her marketing and analytics background to make a lasting impact in customer success for the Bay Area and beyond. Previous clients include the British Virgin Islands, Nickelodeon Family Suites (Orlando), Kiva.org, GAGA Sports, and SF Office of Small Business.
Sabrina earned an MBA from University of San Francisco and a Bachelors of Science in Communications from Florida State University (Go Noles!).
Analytics SpecialistJosh EmbreeAnalytics Specialist
Josh EmBree is a PhD candidate in statistics at the University of California, Los Angeles and a statistical consultant with expertise in applied regression analysis and simulation techniques. Josh works with Waypoint Group on client projects utilizing tools such as ordinal logistic regression, sampling weights, and various bootstrap methods to deliver comprehensive analyses.
Josh is a big believer in communicating statistical results through straightforward visualizations allowing executives to readily interpret insights. His work empowers clients to make informed decisions by simplifying complex statistics and providing concise visual results rather than burden them with technical details or convoluted reports.
Josh’s personal research focuses primarily on statistical methodology for longitudinal social network analysis as it applies to risky behavior in marginalized populations.
Analytics ConsultantVijay MehrotraAnalytics Consultant
Vijay Mehrotra is an Associate Professor of Quantitative Analytics at the University of San Francisco. He is also a management consultant with a specialization in analytic models and process improvement, and a successful angel investor and advisor to early stage startups. His academic and professional focus is on how mathematical models transform management in today’s data-rich, information-poor business world. Prior to becoming a professor, Vijay enjoyed a very successful career as an operations management consultant, entrepreneur, and executive. From 1994 to 2002, he was co-founder and CEO of Onward Inc., an operations management consulting firm based in Mountain View, CA, where he led the growth of the firm from three consultants to a professional staff of thirty. In 2002, Onward’s call center consulting practice was acquired by Blue Pumpkin Software (acquired by Witness Systems) while Onward’s data analytics group was acquired by Advertising.com (acquired by AOL).
Dr. Mehrotra holds a Ph.D. in Operations Research from Stanford University .
Joe Farasat is a veteran executive with 20+ years of experience in account management, education, organizational management, and customer support. Joe has extensive hands-on expertise in driving growth through customer loyalty from his Vice President position at Charles Schwab and Co. In the 3 years from 2004 to 2007, Schwab moved from a negative NPS and 5% declining growth rate to 50% improvement in NPS with surging growth.
Joe has held various leadership positions with Charles Schwab in both field and executive account management roles. Joe built high-performance teams focused on the customer experience, and designed and executed programs that resulted in executable, profitable and sustainable growth for Schwab.
Joe holds a Bachelor’s degree in Business Administration from Chadwick University, is a certified Consultative Sales instructor, and holds his NASD Series 7, 8 and 63 securities licenses