Steve Wallin

Steve Wallin is Managing Partner and Co-Founder of Frontline Insights. He has spent his career creating and launching innovative new programs and building high performing teams within the Retail and Software industry - always in service of the customer and employee experience. His 20-year career has included leadership roles in professional services, training, customer care, operations, and consumer insights. During this time Steve has learned through experience how to quickly and effectively scale new initiatives in large organizations and how to use employee and customer insights to drive innovation. Prior to Frontline Insights Wallin spent 8 years at Best Buy where he created and launched many unique programs. He led the national launch of Geek Squad’s first online customer technical support, now called Geek Squad Tech Support. He also launched Geek Squad’s first internal employee technical support team called “Secret Weapon”. This innovative team provided a unique employee facing technical support capability that allowed Geek Squad to handle technical escalations, learn from the issues it was solving and deploy proactive solutions to eliminate future issues. In 2010, he joined Hoffman in CIU as his right hand where he led development of and launched Best Buy's first formal VOC (Voice Of Customer) department and created the Voice Of the Customer through the Employee (VOCE) program as Vice President of Consumer Insights Strategy & Execution (ISE). VOCE is a unique “always on” approach to gathering insights from the front lines to help guide business decisions and allows corporate/store leaders to engage employees on a variety of business topics. VOCE was selected as a Harvard Business Review/McKinsey & Company M-Prize winner for Management Innovation. Prior to Best Buy Steve worked at Firstlogic Inc, a B2B software company focused on data quality, where he had a variety of leadership roles in training, professional services and customer care.