As Founder of Encompass-CX and President of The Brookeside Group, Tom Cates has established a research-based approach to uncovering the true value of a client relationship. As counsel to a wide array of industries and organizations, he helps companies tackle real issues like market research, customer satisfaction, retention and loyalty, process improvement and change management. Tom is the author of three books and a recognized speaker at many events each year, known for his natural storytelling that also inspires audiences to achieve better client relationships. Before joining The Brookeside Group, Tom was a Senior Associate at Mercer Management Consulting, Inc. and has held various sales and marketing positions within IBM, including Executive Assistant to IBM’s Director of Marketing. Tom holds an MBA from The Wharton School of The University of Pennsylvania and a B.A.E. from Penn State University.