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Our Leadership

Tom Cates is the founder and president of two companies: The Brookeside Group, Inc., a consulting firm focused on helping B2B companies build excellent client relationships, and Encompass-CX, Inc., a SaaS technology firm delivering leading edge AI tools to optimize customer experience. 

Tom takes a customer-based approach to assisting his clients with issues such as measuring and managing customer retention, expansion & loyalty; strategic account planning; sales force effectiveness; personal branding; and management & leadership development.

Tom holds two patents for his research in measuring client loyalty and has contributed to four books on customer-based strategies; he is currently working on a fifth book on measuring and managing customer loyalty. Tom is a natural speaker and storyteller who speaks regularly to 5-5,000 person audiences about building Trusted Advisor relationships and improving customer loyalty; he has been quoted in the popular press including the Boston Globe, USA Today, and The Wall Street Journal.

Prior to founding Encompass-CX and Brookeside, Tom held senior positions at Sherbrooke Associates, Mercer Management Consulting and IBM. Tom holds an MBA from The Wharton School of The University of Pennsylvania and a B.A.E. from The Pennsylvania State University.

The Brookeside Group, a six-time Inc. 5000 member, identified as one of the country’s fastest growing private companies, and in 2016 Tom was honored as a Future 50 leader by SmartCEO magazine. Tom lives in Acton, Massachusetts with his wife and children, and is a coach and a Board member for several local youth sports leagues and school organizations.


Tom Cates

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Chief Storyteller
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