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CX Experts

The CXPA has assembled an impressive group of CX Experts, proven professionals with experience at some of the most prestigeous companies in our industry. Our CX Experts have a minimum of ten years experience, a proven track record of success and are passionate about helping others.

We invite you to pose critical questions and receive quick, well thought-out responses.

 

 

Bob Azman

CCXP, Chief Experience Officer
Avtex Consulting Solutions, LLC

Bob Azman

Bob Azman, Chief Experience Officer, consults with companies in a variety of industries on developing and implementing strategies to improve their overall customer experience and service operations. Twenty of his thirty five years in business are in service operations leadership roles that have prepared him well for his role at Avtex. As a thought leader, practitioner and business partner in customer experience design and execution, he provides a unique perspective on helping companies become easy to do business with.

Bob also brings a wealth of diverse, general operations and business background as an executive at large corporations such as Thomson Reuters, Ceridian and Deluxe Corporation. He has managed global customer service and technical support organizations as well as software implementation and training and development functions in the US, the Philippines, India, South America, Australia, Japan and Europe.

Bob earned both his MBA and bachelor’s degrees from the University of St. Thomas in St. Paul, MN. He is an Adjunct Professor in the University Of Minnesota Carlson School Of Management’s Supply Chain and Operations Management department teaching Service Operations Management at the undergraduate and MBA levels. He is also a guest lecturer in the executive MBA program at the University Of St. Thomas Opus School Of Business. He is a frequent speaker on the subject of developing effective customer experience and service strategies at industry forums and conferences where he receives top ratings on his interactive approach and unique ability to combine academic principles with real life experiences. Bob is also a certified University of Minnesota Master Gardener.

 

Carol Buehrens
Chief Architect Customer Experience
ICW Group Insurance Companies

Carol BuehrensWith over 25 years of Customer Experience design, marketing, and product management expertise, Carol has a passion for creating end-to-end "WOW" experiences.

Carol leads the Customer Experience strategy for ICW Group Insurance Companies, a winner of the CXPA "2012 CX Innovation Award." Before joining ICW Group, she held leadership positions at several major companies, including Liberty Mutual, Northrop, McDonnell-Douglas, Bechtel, General Electric, and Mercury Marine. With a background in instructional and interface design, Carol has authored over 20 books through McGraw-Hill and multiple software vendors. Carol is also a visiting adjunct professor for California State University, Fullerton.

 

John Carroll III

CCXP, Global Head of Clients
Ipsos Loyalty

John Carroll III

John Carroll is the global head of clients for Ipsos Loyalty, the world's leading customer experience, satisfaction and loyalty research and consulting firm with revenue of over $340 million and dedicated expert client service staff of 1,263 located in over 80 countries covering every region of the world. Ipsos Loyalty is the trusted advisor to the world's foremost businesses on all matters relating to measuring, modelling and managing customer and employee relationships.

As the Global Head of Clients, John is responsible for worldwide marketing, business development and client experience at Ipsos Loyalty. In addition, John regularly speaks at major conferences (New York, Moscow, Singapore, Beijing, Shanghai and Toronto in 2011/12), publishes thought leadership, and is interviewed by the media for expert guidance matters relating to customer experience, satisfaction and loyalty. He is specialist in the areas of Enterprise Feedback Management (EFM), social, local and mobile customer experience management platforms and systems.

John serves clients across industries and around the world in the areas of customer strategy, innovation, and performance improvement. Most recently, John has personally leads engagements in the areas of applied behavioral economics, customer journey mapping, and customer experience design. In the past few years, he has served many leading global enterprises including of note: Google, Anheuser Busch InBev, Microsoft, Merck, Corning, Kohler, Intercontinental Hotel Group, HSBC, and Shell.

Currently based in Chicago, John is a dual national of the United States and Ireland, and has lived and worked in Europe, Asia, and Africa for a total of over 10 years. In 2011-3 he has worked and served clients in over a dozen countries including China, India, Singapore, Japan, New Zealand, United Arab Emirates, Russia, US, UK and Turkey.

Prior to Ipsos, John gained a broad range of experiences helping organizations resolve critical strategic issues while working at McKinsey & Company and Deloitte. John earned an MBA with distinction from the Kellogg School of Management at Northwestern University and a Bachelor of Science in Foreign Service from Georgetown University with certificates in International Business Diplomacy and African Studies. He continues to act as an admissions interviewer for both schools.

 

Erich Dietz

VP, Business Solutions
InMoment

Erich Dietz

Erich Dietz has more than 15 years of executive-level experience. He is responsible for leading and managing the sales and support efforts for Mindshare's Business Solutions team.

He is an operations and service-oriented executive focused on improving businesses' end-to-end customer experience. He has extensive experience in developing and implementing VoC and CEM strategies and solutions for Fortune 500 organizations.

Erich joined Mindshare in 2003 and was responsible for direct sales and support functions for clients across all major verticals. Today, he keenly focuses on driving business results and improved customer experiences. In addition to his direct client work, he frequently presents at VoC industry conferences and events and works with the analyst community on thought leadership content. In June of 2014, Mindshare Technologies was rebranded to InMoment.

Prior to Mindshare, Erich worked as a consultant with several consulting firms including Kurt Salmon Associates, Herbert W. Davis & Company, and Sigman Kaiden.

He holds a B.S. degree in industrial engineering from Rutgers School of Engineering.

 

Tabitha Dunn

CCXP, Managing Director, Customer Insights
Citrix Systems

Tabitha Dunn<

Tabitha leads the Customer Insights team at Citrix, focusing on driving customer retention, delivering excellence in market research practices, developing customer behavioral insights through analytics and predictive modeling and turning customer feedback from listening posts (such as NPS®) into actionable insights – ensuring a great customer experience all along the customer journey from Awareness to Advocacy.

Tabitha's 15+ years of expertise as a customer experience leader has helped companies to turn a wealth of customer data into actionable insights and drive bottom-line and strategic impact. Tabitha has designed successful customer experience programs at Xerox, Philips Healthcare and Citrix, in addition to becoming a recognized expert in customer metrics and the customer experience discipline.


Annette Franz

CCXP
CX Professional

Annette Franz

Annette Franz shares her passion for helping companies understand the importance of the employee experience and its role in delivering an exceptional customer experience, as well as how to transform their cultures to ensure the customer is at the center of every conversation, through her blog, CX Journey. She is CEM Certified and is a local networking lead for the Customer Experience Professionals Association (CXPA). She was recently recognized as one of "The 100 Most Influential Tech Women on Twitter” by Business Insider and has been recognized by several organizations as a top influencer in Customer Experience.


 

Peter Haid

CCXP, Vice President
E Source Business Line Management

Peter Haid

Peter Haid is vice president of Business Lines at E Source, North America’s leading research and advisory firm focused on helping utilities and their partners with critical problems involving customer experience, energy efficiency, program design, marketing, customer management, and sustainability. E Source’s Research and Advisory business model enables members to tap into the best minds in the business—people who have wrestled with very similar problems. The E Source approach gets members up the learning curve fast, helps companies avoid the mistakes others have already made, and allows large organizations to begin to immediately implement the industry's best practices.

Peter and his team are responsible for overseeing the customer and financial aspects of the company’s business lines. With a strong background in customer experience management, Peter’s approach is centered on deriving high-value, customer-centric offerings based on thoroughly understanding the needs of each audience E Source supports. He was previously the research practice director for Customer Experience & Marketing at E Source. Before joining the company, he spent 13 years in a variety of engineering, operational, marketing, and customer experience roles at Level 3 Communications and CenturyLink. Peter has an entrepreneurial-focused MBA and a BS in business administration from the University of Colorado at Denver.

Specialties/Certifications:
Certified Customer Experience Professional (CCXP), Customer Experience Management (CEM), Market Research, Net Promoter® Certified Associate (NPS), Voice of Customer (VOC) Action Planning, Business Plan Development, M&A, Strategy Development, Agile, Program Management and Corporate Social Responsibility (CSR).

 

Lynn Hunsaker

Customer Experience Optimization Strategist
ClearAction

Lynn Hunsaker

Lynn Hunsaker has managed customer experience improvement programs since 1989 at Fortune 250 companies Sonoco and Applied Materials, as Head of Corporate Quality, Director of Marketing and Business Development, Voice of the Customer Manager, Strategic Information Manager, and Customer Satisfaction Improvement Manager. She is founder of ClearAction customer experience optimization consulting and she has written 3 books for Amazon Kindle: Metrics You Can Manage For Success, Customer Experience Improvement Momentum, and Innovating Superior Customer Experience. Lynn also founded the Annual ClearAction Business-to-Business Customer Experience Management Best Practices Study.

 


Aimee Lucas

CCXP, Customer Experience Transformist & Vice President
Temkin Group

Aimee Lucas

Aimee has over 15 years of experience improving service delivery and transforming the customer experience through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, and instructional design and training.

Aimee’s research and consulting efforts are dedicated to transforming customer experience within large organizations. She leads the Temkin Group’s research in the areas of employee engagement and B2B customer experience. She regularly speaks at industry events and leads training workshops.

Prior to joining Temkin Group, Aimee implemented the client experience strategy and managed the Voice of the Customer (VoC) program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Her work included planning and managing strategic initiatives and collaborating with cross-functional teams to introduce new-to-company functions and improvements. She also started the firm’s internal market research function.

Aimee is a graduate of the University of Notre Dame with a bachelor’s degree in marketing management. In her free time, she volunteers as a marathon coach for the Leukemia and Lymphoma Society’s Team in Training program.


Jack Mackey

Vice President and Chief Evangelist
SMG

Jack Mackey

Jack is passionate about helping companies energize their people to create loyalty-inspiring customer experiences. He teaches performance improvement strategies nationwide and is legendary for instilling a spirit of "creative discontent" in his audiences. He's also the author of regular columns in both Multi-Unit Franchisee and Franchise Update Magazine on connecting with customers and earning customer loyalty.

Jack has consulted with organizations such as MasterCard, the American Culinary Federation, and the International Customer Service Association. He is a founding member of the Customer Experience Professionals Association (CXPA) and Past President of the American Society for Training and Development in Kansas City.


Diane M. Magers

CCXP, Customer Experience Executive
Insights. Innovation. Impact.

Diane M. Magers

A little about me…
Passionate CX professional and change agent. Sherpa for new and developing customer obsessed leaders. Thought leader and innovator for ways of engaging associates and customers. Spirited entrepreneur. Skilled in business benefits development and systematically embedding CX into an organization. Believe that brands who win choose to focus on human and emotional elements. Develops the hearts and minds of others. Firm executor in the ‘pay it forward’ model. Writer, speaker and artist.

Here to help you with lessons learned on what worked and what didn’t - more formally,…
Diane’s demonstrated leadership abilities helps organizations design and execute strategies to drive customer obsession with targeted business results. Currently with AT&T’s Office of the Customer, she is building and executing programs to drive change in their culture, systematically embed CX, and strategically drive CX innovation.

In 2011, she founded Customer Experience Catalysts, a thought leadership and consultancy practice helping brands identify and optimize their opportunities to engage customers and associates. Clients include VMWare, Honeywell, Blue Cross & Blue Shield and Align Technologies. She developed and led Customer Engagement, Customer Strategy and Business Transformation projects at Sysco including omni-channel design for call center, sales interactions, website, digital platforms for product and business services. She brings nearly 25 years of experience in customer experience and engagement, sales and marketing with complex organizational change management for measurable business results.

Diane Magers holds an M.S. in Clinical Psychology and an MBA. She is a Certified Customer Experience Professional (CCXP), and Promoter Score (NPS), Voice of Customer (VoC) and Customer Experience Management (CEM) certified. Additional affiliations include CXPA (founding member), LUMA Institute, Board member for CXPA Certification and active volunteer for the Autism Society of American, Leukemia and Lymphoma Society and the American Heart Association. She resides in Dallas with her family.

 

Andrew McInnes

Director of Product Marketing
Allegiance

Andrew McInnes

As Director of Product Marketing, Andrew McInnes ensures that clients understand and capitalize on the value of Allegiance products and services. He also works directly with clients to help them develop voice of customer and customer experience practices that deliver and demonstrate business value. Andrew joined Allegiance from Forrester Research, where he spent five years in the firm's customer experience research group. As an analyst, he led Forrester's coverage of voice of customer, voice of employee, and customer journey mapping. He also established the firm's research on voice of customer software. In addition to his thought leadership, Andrew consulted with dozens of enterprises from a range of industries to help them adapt and apply best practices. Andrew graduated summa cum laude from Boston University with a degree in History and worked as a US Senate intern and non-profit lobbyist before beginning his career in customer experience.

 

Yvonne Nomizu

Director
Pacific Consulting Group

Yvonne Nomizu

Ms. Yvonne Nomizu leads PCG's Service Innovation practice which helps clients design customer experiences, develop service enhancements, launch new services, or streamline service delivery. Ms. Nomizu has worked in the service arena for over 30 years as a line manager in the service-intensive businesses of hotels/hospitality, consulting, financial services, and high tech. In her work with government agencies, Ms. Nomizu has leveraged her varied, cross-functional experience in marketing, new product development, consulting, and operations. As a principal with CSC Index, she streamlined customer-critical business processes and restructured organizations in various industries. Her customer service experience also includes five years in the hospitality industry where she was trained in all facets of hotel operations, opened new hotels, conducted consumer research, planned guest services, and streamlined service operations. She was New Products Director at a Johnson & Johnson company, Director of Marketing at Holiday Worldwide, Vice President of New Products at Innoventry (a financial services start-up), and Vice President of Consulting Services at Startups, Inc. (professional and web services). Ms. Nomizu also founded Sakari Consulting, a firm which helps companies build customer loyalty through exceptional products and service. Ms. Nomizu has worked with federal government agencies since 2002, understanding drivers of customer satisfaction, finding creative service improvements, and piloting new service concepts. She was involved in the formulation of a division-wide customer satisfaction strategy at the IRS and subsequently led client teams to successfully reduce cycle time, create more persuasive and succinct communications for customers, and improve the ease of conducting transactions. She holds an AB cum laude from Harvard University and an MBA from the Stanford Graduate School of Business.

 

Jim Rembach

Chief Spokesman
Customer Relationship Metrics

Jim Rembach

Jim Rembach is a Lover of Customer Experience & Employee Experience Creativity; just look at his LinkedIn profile.

After several years in retail and contact center operations with companies like AutoZone and Deluxe Financial Services Jim leveraged his experience and analytical skills for clients of Customer Relationship Metrics.

For the past 20 years, Jim has nurtured his servant spirit by giving back and helping various associations, church groups, and individuals.

Jim is a frequent speaker, writer, and presenter and is a sought after creative expert. What others think:

"Few people possess as much knowledge and have as much passion about employee engagement/retention -- and its overarching impact on the customer experience and the enterprise."

"…His past experience in operations builds the credibility that follows with the art and science of capturing the customer's voice…And what's best, he'll help you with actionable tasks to get the job done."

"…Jim is brilliant. He is constantly reminding people to challenge their long-held assumptions and explore new trains of thought…Jim sits on our Board of Advisors and helps us all re-think the content every year, thereby keeping our events at the bleeding edge of the industry."

Jim is an active member on several CXPA committees.

 

Karl E. Sharicz, CCXP, EdM

CCXP, Senior Partner
CX Partners

Karl E. Sharicz

Karl brings over thirty years of skills and experiences gained in high-tech research and manufacturing B2B environments along with proven business acumen. Throughout his career he has served a broad range of roles within marketing, sales, training, and training management—developing internal and external customer relationship skills and building a decided customer-centric focus along the way. As a Senior Partner with CX Partners, Karl offers his professional services on a contract basis to organizations looking to start or advance their foray in the fascinating world of Customer Experience Management.

In his former corporate role within Tyco SimplexGrinnell, a leading fire and life-safety provider doing business throughout North America, Karl served as Customer Experience Lead where and his team focused on driving those elements of the customer relationship and experience that increased customer satisfaction, reduced customer churn, and increased customer lifetime value.

Karl is steeped in the Customer Experience Management discipline, including developing a customer-centric cultures; determining the voice of the customer and deriving insights and understanding; fostering organizational adoption and accountability; creating customer experience strategies, designing approaches that will achieve customer experience excellence; and setting up metrics and measurement systems that help drive organizational return on investment.

Through his knowledge of adult education and learning styles plus prior experiences as a director of training, he offers additional skills in developing structured learning environments. During his tenure at Tyco for example, Karl developed the Next Improvement in Customer Experience (NICE) Workshop concept that has been in operation throughout the organization since 2010 and driving new levels of customer focus and customer retention. He has developed certification programs for professional services teams, and was a certified consultative sales trainer and coach.

Karl holds a Master's degree in Education from Boston University. He currently serves on the Board of Directors of the Customer Experience Professionals Association (CXPA) and is on several key CXPA committees. He also served in past leadership positions within the American Society for Training and Development (ASTD). Karl runs blog called The CX Chronicle http://kesghr.blogspot.com and is well published—the two most recent articles of which appeared within two prominent CEM journals. In addition to his professional CX persona, Karl doubles as a singer-songwriter and musician and has recorded two CDs of his original music to date.

 

Sarah Simon

CCXP, Customer Experience Management Director
Confirmit

Sarah Simon

Sarah is a career insights professional with 18 years of experience in the feedback industry. She is highly consultative and collaborative, with creative problem solving skills to overcome hurdles and bridge gaps. Specialties include VoC architecture, service delivery mapping, developing linkages to business performance, reduction of customer defection, results analysis and communication, with expert survey design skills.

Currently, she serves as a Senior Solutions Consultant at Confirmit CustomerSat, where she uses in-depth needs analysis to architect new feedback initiatives from scratch, and runs diagnostics on existing programs to optimize structure and function to yield business insight. Her mission is to partner with diverse clients to build customer insights strategies that generate measurable improvements in customer experience, retention and advocacy.

Prior to joining Confirmit CustomerSat, Sarah served as Manager Program Design at Allegiance, where she used a consultative approach to understand and map client requiements in order to blueprint a VoC (CX, VoE, Partner, Research, etc.) program meeting unique business needs. Her first time working for CustomerSat she managed several strategic client accounts as a research consultant. Before joining CustomerSat, she was a senior project manager at boutique market research consultancy TechFocus Research. Sarah was the client-side researcher for more than three years at software solutions provider FrontRange Solutions and also worked for web-survey pioneer IntelliQuest as a research analyst.

 

Jim Tincher

CCXP, Chief Mapper
Heart of the Customer

Jim Tincher

With a lifelong passion for customer experiences, Jim founded Heart of the Customer to help companies of all sizes increase customer engagement. Before launching the company, Jim led customer engagement initiatives at Best Buy, Gallup and UnitedHealth Group. In the process, he became an expert in using Voice of the Customer research to identify unmet needs, develop new products and improve customer service. His Heart of the Customer journey maps are a powerful tool designed with one simple goal: customer loyalty. Customers ranging from start-ups to Fortune 500 companies use his processes to improve customer-focused results. His fascination with customer experience led him to test himself by becoming a Certified Customer Experience Professional, only the second in the world to earn such a designation.

 

 

 

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