At Innovate Springfield, we are proud to highlight the leaders who strengthen our region’s innovation ecosystem. This month, we’re featuring Steve Peralta, Vice President of Client Engagement at Krasan Consulting — a people-focused leader whose 30-year career in customer experience began long before his first corporate role.

It started at home.

The Family Roots of a Customer Experience Career

Steve’s earliest influence came from his mother, a waitress who modeled the power of genuine service.

“She instilled customer service into everything we did,” he recalls. Growing up in a family deeply involved in the restaurant industry, he learned early how meaningful it is to make other people feel valued.

Jobs in fast food, restaurants, and even telemarketing deepened those lessons. While many dread calling strangers, Steve learned to listen closely and build trust using only tone and empathy. Those experiences built the foundation of his leadership style today.

Although younger Steve imagined becoming an attorney, life kept steering him toward roles centered on helping people. “I enjoy making people happy — and that never changed,” he says.

A Move to Springfield That Changed Everything

Steve’s move from Chicagoland to Springfield wasn’t planned. After completing college and starting his career in Charleston, he and his wife were raising a young family when their telecom company was acquired, requiring a relocation to Springfield in 1998.

The pace was different, but the core of customer experience remained the same.

“Chicago customers may be faster-paced, but people everywhere want to be heard, helped, and respected,” he says.

Why Krasan — And Why This Moment Matters

Steve joined Krasan Consulting two years ago, though his relationship with the leadership team goes back much further. A decade-long professional connection, combined with shared values, made the opportunity compelling.

What stood out most?

• A culture grounded in honesty, authenticity, and high expectations
• A leadership team dedicated to doing the right thing
• A people-centric environment that feels like family
• A global presence spanning Illinois, California, and India

“Krasan is the right company at the right time in the right market,” Steve says. “When a workplace feels like family, it’s hard to walk away.”

What Illinois Organizations Are Facing Today

Through decades of supporting organizations—from DoIT to the Illinois Tollway to District 186—Steve sees consistent challenges:

• outdated technology and lack of modernization
• compliance and regulatory pressures
• difficulty hiring skilled talent
• rising expectations from residents
• tight public-sector budgets

Krasan’s solution is simple: assign each client a dedicated, well-supported account manager who truly understands their needs.

“We want the experience of using technology services to be easy, convenient, and even enjoyable,” Steve says.

Correcting Misconceptions About Government Work

After nearly three decades in Springfield, Steve is familiar with negative stereotypes about state government — and he disagrees with them.

“The State of Illinois has incredibly strong technology leaders,” he says. “There are many people who care deeply about their work.”

Public sector roles offer something unique: the chance to work on meaningful, large-scale, complex projects that impact thousands — sometimes millions — of residents.

A Leadership Style Centered on People

Steve’s leadership philosophy has evolved significantly over time. Early in his career, he believed managers were expected to have all the answers. Today, his approach is different:

• lead by example
• listen first
• stay accessible
• support and empower employees
• trust your team
• treat everyone with respect

“We recognize that our employees are our number one customer,” he says. “If we support them well, they will take exceptional care of our clients.”

This isn’t just Steve’s style — it reflects Krasan’s culture across every team.

Why Krasan Joined Innovate Springfield

Krasan’s managing partners encourage every employee to stay connected to the community. As the company expanded in Springfield, Innovate Springfield became the clear choice.

“The partnership with UIS, the talent pipeline, and the commitment to growing downtown — it all aligned perfectly with our goals,” Steve explains.

Krasan’s involvement includes:

• serving on the Innovate advisory board
• mentoring students
• participating in the shared office community
• supporting local economic development
• planning future student and technology programs

“We believe in Innovate’s leadership and vision,” he says. “We’re excited about the future.”

Looking Ahead: Collaboration in 2026

Steve sees significant potential for deeper collaboration, including:

• student hackathons
• internships and applied learning projects
• new programs for developing computer science talent
• strategic partnerships
• expanded use of the Krasan shared office

“It’s strategy, mentorship, and real opportunities for students. That’s where we bring value.”

Advice for Founders: Start With Yourself

After decades of experience, Steve offers clear guidance for any founder or leader focused on customer experience:

• Treat employees with exceptional care
• Treat partners and suppliers the same way
• Treat everyone in your orbit with respect and dignity

“If you want customers treated well, start by treating your own people well,” he says. “Culture reflects leadership. Look in the mirror and ask yourself if your actions match the experience you expect your customers to receive.”

A Leader Strengthening Springfield’s Future

From mentoring students to supporting large-scale IT modernization efforts across Illinois, Steve brings warmth, humility, and a service-first mindset to every role he takes on. His perspective — shaped by decades of lived experience — makes him an invaluable member of the Innovate Springfield community.