Leadership Team

Jeffrey F. Rayport

Chairman

Jeffrey F. Rayport is founder and chairman of Marketspace LLC, a strategic advisory practice that works with leading companies to radically reinvent how they interact with and relate to customers. Marketspace is a unit of Monitor Group, a global strategy services and merchant banking firm.

Rayport focuses his consulting, research, and speaking on the opportunities for businesses to drive transformational growth through innovative strategies to enhance customer engagement, particularly in information-intensive industries such as media and entertainment, retail, and financial services. With co-author Bernard J. Jaworski, Rayport has published a series of leading MBA-level textbooks on strategy in the networked economy with McGraw-Hill/Irwin (including e-Commerce, Cases in e-Commerce, and Introduction to e-Commerce), and, most recently, a bestselling business book on integrating multi-channel customer experiences, Best Face Forward: Why Companies Must Improve Their Service Interfaces with Customers (HBS School Press).

Previously a faculty member at Harvard Business School, Rayport developed and taught the first graduate-level e-commerce course in the United States. He introduced his course, "Managing Marketspace Businesses," as a second-year MBA elective in 1994 focused on technology-based services; the course enrolled more than a thousand MBA students during his time at the School. In developing it, Rayport authored over a hundred HBS case studies. Business plans produced by students resulted in dozens of high-tech start-ups, including Yahoo! Prior to his leave, Rayport became the School's only faculty member ever voted Outstanding Professor three times by the HBS Students Association. Rayport continues to teach in executive programs at the School.

Prior to joining the faculty, Rayport was a reporter for Fortune magazine, a telecommunications analyst for Nikko Securities, and a principal of the Winthrop Group, a consulting firm specializing in the history of business and technology. His writing has appeared in a variety of publications, including Business Week, CIO Magazine, Financial Times, Fast Company, Forbes.com, Harvard Business Review, MarketWatch, McKinsey Quarterly, Optimize, and Strategy & Business, among others. He has appeared as a business commentator on public television and radio, including "The Lehrer NewsHour" on PBS and "Marketplace" and "The Connection" on public radio.

Rayport earned an A.B. from Harvard College, an M.Phil. in International Relations at the University of Cambridge (U.K.), and an A.M. and Ph.D. in the History of American Civilization at Harvard University. He has served as a director of several public and private corporations; current directorships include Andrews McMeel Universal; GSI Commerce (NASDAQ:GSIC); International Data Group; and Valueclick (NASDAQ:VCLK). He also serves on the advisory boards of advertising agency Crispin Porter + Bogusky and public relations firm Brodeur (a unit of Omnicom Group; NYSE: OMC). In addition, he is a trustee of the Peabody Essex Museum in Salem, MA; a director of the Nantucket Preservation Trust in Nantucket, MA; and a director of From the Top (a classical music program distributed in the United States by National Public Radio) in Boston, MA.

Andrew Heyward

Senior Advisor

Andrew Heyward is a nationally recognized media expert whose particular area of expertise is the rapidly shifting media landscape.

Andrew is a senior advisor to Marketspace LLC, a subsidiary of Monitor Group that specializes in helping companies use digital technology to drive growth and revenue by enhancing customer interactions. He works with clients to create and strengthen original online content, make more effective use of broadband video, deepen engagement through online communities, and develop new business models for the digital era.

Heyward was President, CBS News, from January 1996-November 2005.

During that time, CBS News programming grew significantly in audience, regularly scheduled hours and profitability. Under Heyward's leadership, CBS News's tradition of journalistic quality and integrity was recognized with an extraordinary number of broadcast journalism's most prestigious awards: 57 News and Documentary Emmys, 13 Peabody, 13 Alfred I. DuPont/Columbia University, six Overseas Press Club and 46 RTNDA/Edward R. Murrow Awards. The list of Murrows includes seven for Overall Excellence: four for television—including 2003, 2004 and 2005—and three on the radio side.

Heyward also spearheaded CBS News's move into new media. Its award-winning website, CBSNews.com, became increasingly competitive and was a leader in providing free, advertiser-supported broadband video. Heyward also was a key force in the establishment of the leading financial news website, CBS MarketWatch, and served on its board of directors from its founding in 1997 to its acquisition by Dow Jones in January 2005.

Before his tenure as President, Heyward was executive producer, CBS Evening News, and Vice President, CBS News (October 1994-January 1996). Heyward was also responsible for developing and launching 48 Hours, the primetime CBS News hour that premiered in January 1988. He has won 12 national Emmy Awards.

Heyward was born in New York. He was graduated magna cum laude from Harvard University with a B.A. in history and literature. He and his wife, Jody Gaylin, live in Hastings-on-Hudson, N.Y. They have three children.

Dorsey McGlone

Practice Leader

Dorsey McGlone joined Marketspace in September of 2000 and has worked with several clients in the media, financial services, pharmaceutical, and entertainment industries to develop digital, multi-channel strategies. Dorsey helped to develop Marketspace's proprietary Channel PathwaysTM methodology, which has been instrumental in helping clients develop multi-channel strategies that result in superior customer experiences and increased profitability.

Dorsey's most recent experiences have focused on helping financial services clients (both international and domestic) increase efficacy in the design and deployment of multi-channel systems for marketing, sales, and service and determine how best to integrate client's branches, online interfaces, and call centers to create a holistic, superior customer experience. Prior to this work, Dorsey helped a global publisher create a multi-channel strategy to specify how digital channels should relate to existing print magazines and how they can be leveraged to maximize acquisition and retention of subscribers. In addition, she helped the publisher develop a strategy to reach and engage new online audiences, and then worked with the client to define and launch several of the component properties envisioned by these strategies.

Additional past projects have included working with a global pharmaceutical company to optimize its sales force interactions with physicians (resulting in increased number and efficacy of details and better physician-company relationships), helping a large medical device company commercialize a new technology through a broad marketing activation effort that included developing a patient education strategy, and working with music executives to help them evaluate current changes in their industry and create potential frameworks and tactics for addressing future music industry business models.

Prior to Monitor, Dorsey served as the Director of Speech Solutions for Xybernaut, a company that designs, manufactures, and provides services for speech-activated, "wearable" computers. Here, she began at the ground floor of a startup, and helped the company grow from a few founders through an IPO.

Dorsey holds a BA in English Language and Literature from the University of Virginia and an MBA from Harvard Business School.

Jodi Slater

Practice Leader

Jodi Slater joined Marketspace in 2004 and has worked with clients in the pharmaceutical, hospitality, publishing, automotive, retail and financial services industries to help them optimize their multi-channel interface systems. Jodi developed Marketspace's Interface Diagnostic to help clients evaluate their customer experiences, including identifying which interfaces are underperforming relative to customer expectations, and benchmarking the performance of the system against its peers. Jodi also works with clients to develop strategies for creating innovative customer experiences to drive loyalty, customer satisfaction, retention and opportunities for increased profitability.

Prior to joining the group she was a Senior Consulting Manager at Creative Good, where she worked with a national institutional bank to increase adoption of its online client service platform. From 1999 to 2004 Jodi was Director of Design and User Experience at Palm, Inc. and AnyDay.com where she defined a user centered design practice that integrated business strategy with customer needs and expectations.

Jodi also has extensive business experience in the software industry having worked with companies such as Apple, Lotus, Quark, EFI and Kodak. She has been involved in the early stages of several successful start-ups, as a product design advisor to Kayak.com, as the east coast evangelist for EFI, a company that developed breakthrough color printing solutions, through it's IPO, and as Director of Design for AnyDay.com through it's acquisition by Palm Inc.

Jodi's pioneering work on perceptual color selection was featured at the Guggenheim Museum in New York as part of a Josef Albers retrospective. Designed to allow visitors to experiment with color interactions, her "Electronic Palette" software was installed as part of the exhibit.

Jodi holds a Master of Science in Interaction Design from Carnegie Mellon University and graduated cum laude with a BA in Computer Mathematics from the University of Pennsylvania.

Best Face Forward

Learn more about Best Face Forward, by Jeffrey Rayport and Bernard Jaworski (Harvard Business School Press, 2005).