Experience Design Int
Evaluate. Design. Execute.

Team

Passion. Experience. Diligence.

History

Henry Edinger and Delanea Davis met in 2007 while working at Travelers Insurance, a leading property and casualty company located in Hartford, Connecticut.  Henry served as the Chief Customer Officer at the time, while Delanea joined to co-establish the company's market research function.  Both leading start-up areas, they shared an inherent understanding that the voice of the customer needed to be considered in decision making.  With technology rapidly changing customer expectations, the marketplace had become more dynamic than ever.  The need for measuring and monitoring customers at every touch-point was no longer optional.  Henry and Delanea share a powerful and dynamic synergy together.  This set them on the road to clear partnership early on. 

Delanea left Travelers in 2014 to form her first business, a personal and professional wellness company, which serviced more than 200 individuals and 25+ business entities. During this time, she co-invented of a patent-pending audio-visual therapy app that is moving into its first stage of clinical trials.  

In 2017, Henry left Travelers to form EDI with Delanea.  They're now available to consult for organizations worldwide in Customer Experience, Employee Engagement and Process Optimization.  Given their expansive network, they work with a team of affiliate partners so they can scale up or scale down based on the client needs.  Together, they bring an exceptional level of enthusiasm, dedication, and expertise that makes their firm the ideal solution for organizations that want to compete in today's diverse marketplace.

 

Management Team

 
 
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MANAGING PARTNER

Henry Edinger

Charismatic, forward-thinking and dramatically effective are just a few words to describe Henry.  From working at Aetna & Travelers Insurance since 1994 to forming EDI, Henry is a known innovator and change maker in Experience Design and Process Optimization.  His ability to diagnose operational breakdowns and gaps in service, and develop strategies for much needed change, is well known in the business community.  His planning and executional efforts are repeatedly proven to reduce operational expenses and increase bottom line profits.  With an unbridled passion for Customer Experience, Henry has spoken at more than a dozen conferences on Customer Centricity and the importance of Culture since 2011. 

 

Education

SYRACUSE UNIVERSITY
MA Candidate, German Studies, 1992

STATE UNIVERSITY OF NEW YORK
BA, History, 1990

Areas of Expertise

• Business Process Improvement
• Customer Experience Strategy & Execution
• New Product Development                                                               
• Service Innovation
• Employee Engagement Strategy & Execution                                                            
• Sales and Marketing Strategy & Execution

Affiliations

• Camp Courant, Board Member
• Named inventor on two patent applications related to use of drones and virtual reality

 


 
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ManAGING Partner

Delanea Davis

Why do customers buy what they buy, and what makes them loyal (or not loyal) to you?  What is the right balance of rational and emotional when messaging to customers?  What motivates employees to exceed customer expectations?  These are just a few of the questions Delanea thinks about in her daily travels.  Delanea has always been fascinated by human behavior, and uses her background in research methods and organizational psychology to find patterns in consumer and employee behavior.  She couples this with the desired business outcome, and creates a framework from which a customer experience design is built.  Focus groups, ethnographic observation, and in depth interviews are just a few of the ways Delanea captures insights.  She then brings them to life in a meaningful way that illuminates the next steps for process and experience optimization.           

 

Education

THE CHICAGO SCHOOL OF PROFESSIONAL PSYCHOLOGY
Generalist Certificate, IO Psychology 2013

UNIVERSITY OF CONNECTICUT
M.A., Survey Research Methods, 1999 B.A., Political Science, 1997

Areas of Expertise

• Digital Strategy
• Market Research - Quant, Qual, Ethnography
• Strategic Planning & Execution
• 1:1 Leadership Coaching
• Start Ups

Affiliations

• Entrepreneurial Organization - Strategic Alliance Partner
• Boys & Girls Club of America - Volunteer

 

 

RESEARCH DIRECTOR & PROGRAM MANAGEMENT

Janis Russell

For more than twenty years, Janis has provided market research consulting services to some of the most iconic brands in the world.  She has a deep subject matter expertise in advertising tracking, understanding the ROI of consumer promotions and product/service optimization.  Janis oversees our customer satisfaction surveys and employee engagement polls to help clients have better visibility into market place needs and staff development opportunities.       

 

Education

UNIVERSITY OF CONNECTICUT
M.A., Survey Research Methods, 1998

MARIST COLLEGE
B.A., Political Science with certifications in Psychology and Education 1997

Areas of Expertise

• Market Research - Quant, Qual, Ethnography
• Social Media Marketing
• Customer Experience Program Management
• Employee Engagement Program Management

 


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DIRECTOR of Coaching & Training

Heather Munigle

Heather has been building and coaching high performance teams for more than twenty years.  She has a proven track record of success growing organizations in terms of clientele, profit and retention.  As a Director and a Quality Team Leader, Heather has been recognized for instructional leadership and improving company culture.  Heather has a mastery of teaching team systems, organizational structures, productivity, customer service, culture & engagement, conflict management and professional development of staff.  Her coaching and training programs are designed to create a sustainable, customer-centric culture supported by healthy, happy employees.  

Education

UNIVERSITY OF ST. JOSEPH
B.A., Family Studies,1990 

UNIVERSITY OF CONNECTICUT
PK-3 Leadership Development Certification

Areas of Expertise

• Employee Coaching
• Customer Experience Training   
• Team Building Workshops
• Marketing Strategy
 


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Research Director & Program management

Brady Darvin

Brady Darvin has been studying consumers across a variety of industries for over two decades.  Brady is an expert in online survey questionnaire design and project management, and has designed and fielded more online surveys than he can count, each having the objective of extracting actionable insights for his client. In 2016, he was among the very first group to obtain an official Silver Certification in the  industry-leading Qualtrics online survey platform. Brady is also an experienced ethnographer and focus group moderator, having moderated dozens of both traditional and non-traditional focus groups.
 
Brady has published multiple articles in trade magazines including Kidscreen and Confectioner, and has spoken in front of both the U.S. Federal Trade Commission and the National Confectioners Association on the topic of childhood obesity.  His clients include major restaurant chains, automotive suppliers, hotels, and technology startups.

 

Areas of Expertise

• Focus Group & 1:1Moderation
• Quantitative & Qualitative Research Design
• Project Management
• Ethnography

Education

UNIVERSITY OF VIRGINIA
B.A., Economics and Anthropology 

SOUTHERN ILLINOIS UNIVERSITY
M.B.A & M.A., Telecommunications

 


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Employee ENGAGEMENT Consultant

Valerie Rogers

Business is built one person at a time.  Whether you are in the public, private or nonprofit sectors, customers matter. And, your employees matter.  A lot. How your staff deal and interact with your consumers also matters.  You can have all the employee handbooks, trainings and procedures in place, but if the customer feels slighted, not heard or disrespected, you have now lost a valuable member of your business - the customer. Plus, your worker may now feel discouraged, disgruntled and under-motivated. 

Valerie works from the framework of having the right people in the right positions as being one of the key features for a successful business.  Too often, though, employees get “stale” in their positions because they are not being utilized to their full potential.  And too often customers are unhappy from how they were treated or how their expectations were not met.

Valerie’s expertise bridges the gap between customer relations and employee strengths. 

 

Areas of Expertise

  • Administrative & Operational Process Design
  • Employee Strengths & Growth Assessment
  • Employee Coaching
  • Customer Research
  • Networking & Public Speaking

Education

UNIVERSITY OF CONNECTICUT
Master of Public Administration (MPA), B.A., Communication Sciences


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Research Consultant

Rachna Kaul

To understand the needs of customers, it is pertinent to analyze the data and dive right into the ocean of numbers. Understanding customer psychology then acts as the mast which helps the boat of business sail in the right direction. A strong believer in “number magic” and “client satisfaction”, Rachna comes with a diverse experience background in health sector and research. 

Rachna uses her expertise in quantitative/qualitative analysis and research to gain an insight into what the customer really wants, what is he getting and how can we help him get more/better. Having worked with government and private agencies on projects that involved identification of problem areas, employing mitigation strategies and re-assessment, she brings a diverse set of skills to the table.

 

Areas of Expertise 

Education

  • Quantitative and Qualitative Analysis
  • Project Management
  • Decision Making
  • Research Methodologies
  • Client Satisfaction

 

 

 

UNIVERSITY OF CONNECTICUT
Master of Public Administration (MPA),  Graduate Certification in Survey Research                                              

RAJIV GANDHI UNIVERSITY OF HEALTH SCIENCE, Bangalore   Master in Dental Surgery (MDS) in Oral Medicine & Radiology