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.
Carol BuehrensChief Architect Customer Experience
ICW Group Insurance Companies
With 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 IIIGlobal Head of ClientsIpsos Loyalty
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 DietzVP, Business Solutions – Contact CentersMindshare Technologies, Inc
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 Contact Center vertical.
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.
Prior to Mindshare, Erich worked as a consultant with several consulting firms including Kurt Salmon Associates, Herbert W. Davis & Company, and Sigman Kaiden.
As a young man, one of Erich’s friends introduced him to a core pillar of life: "We reap what we sow.” Erich has carried this philosophy with him every day since.
Working alongside a construction crew as a gopher, Erich made the mistake of trying to take a shortcut on a task one day. He remembers a wise old carpenter catching his corner-cutting and uttering the words: "No matter the job, big or small, do it right or not at all.” This saying stuck with Erich and echoes in his head every time he takes on a new task.
He holds a B.S. degree in industrial engineering from Rutgers School of Engineering.
Tabitha DunnManaging Director, Customer InsightsCitrix Systems
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.
Lynn HunsakerCustomer Experience Optimization StrategistClearAction
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.
Jack MackeyVice President and Chief EvangelistSMG
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.
Andrew McInnesDirector of Product MarketingAllegiance
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 NomizuDirectorPacific Consulting Group
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 RembachChief SpokesmanCustomer Relationship Metrics
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.