Lynn W. Phillips, PhD.

Dr. Lynn W. Phillips is a distinguished expert in customer experience (CX) engineering and customer-centric strategy, currently serving as the Founder and Managing Director of Reinventures, a boutique executive education firm. He holds a PhD from Northwestern University's Kellogg School of Management and has extensive experience in teaching and consulting across various industries globally.

Academic and Professional Background

Dr. Phillips has held faculty positions at prestigious institutions, including Stanford University’s Graduate School of Business, Harvard University, Northwestern University, Rice University, and the University of California, Berkeley’s Haas School of Business. His work focuses on developing frameworks and methods that help businesses create compelling customer-value propositions (CVPs) and effective value-delivery systems (VDSs) tailored to meet customer needs.13

He has contributed significantly to the field of customer experience through his research and publications, which span marketing, social psychology, and public policy. Notably, he co-authored a book titled Customer Experience Engineering in Aerospace-Defense, which outlines best practices in CX engineering for the aerospace and defense sectors.14

Contributions and Impact

Dr. Phillips has been instrumental in supporting over two hundred new business initiatives, leveraging digital technologies such as artificial intelligence and machine learning to enhance customer experiences. His insights are particularly valuable to startups and established companies looking to innovate and transform their customer engagement strategies.12

In recognition of his impact as an educator, he was honored by Stanford’s Class of 1985 as one of the professors who significantly influenced their careers.1

Current Role

As the Managing Director of Reinventures, Dr. Phillips continues to provide executive education and consulting services, focusing on customer experience and strategic innovation.35