Dawn C. Zerbs

Dawn C. Zerbs is a Principal at AG Strategy Group in addition to leading Dawn Celeste, LLC.  Executives know what needs to be done, but often don't have the time or resources to do it.  Mrs. Zerbs helps executives make their priorities a reality so that their business can thrive. She partners with executives to articulate growth priorities, map out the path to success and make it happen.

Previously, Mrs. Zerbs was the Chief Business Development Officer at Spencer Fane LLP where she led the firm’s client experience, marketing, business development and knowledge management activities. Zerbs helped Spencer Fane launch a new growth strategy and branding initiative that focus on the firm's core areas of strength, including its collegial and collaborative culture and the firm’s unique business model. The growth plan set out to double revenue in 5 years and results are 5% ahead of plan after year three. The plan included strategy, talent, business development, client experience, leadership and culture shifts. Zerbs also co-chaired the launch of the firm’s new Charitable Giving Program, which encourages long-standing relationships with partner nonprofit organizations in the communities where Spencer Fane has a presence.

Prior to Spencer Fane LLP, Zerbs served as Senior Vice President with UMB Financial Corporation building the Voice of the Customer program for the Consumer Division that led to a 50% increase in sales and a 10 point lift in NPS score in the inaugural year. Prior to moving to Kansas City, Dawn worked at Seyfarth Shaw LLP where she directed operations for the employment law training start-up and then designed and built the strategic planning and execution function at the Firm. Her roles at Seyfarth Shaw included Director of Operations, Seyfarth Shaw at Work and Director of Planning and Development at Seyfarth Shaw.

Zerbs is a trusted voice in the customer experience community as evidenced by her leadership activities like Six “Zerbsisms” for Voice of the Customer Success with PeopleMetrics, Client and Business Development Challenges for Lawyers and Law Firms with Business Development, Inc. and serving on the faculty of the Consero Customer Experience Forum. Zerbs is a committed lifelong learner including Booth Executive Education in Behavioral Economics, Ackert Advisory First Chair Executive Roundtable Member 2015-2016, and a Kansas City Customer Experience Professionals Association (CXPA) member.

Zerbs earned her master’s degree in business administration from the University of Chicago Booth School of Business. She obtained her bachelor’s degree in communication and music from Nebraska Wesleyan University.