Meet the CXPA Team

 

Diane M. Magers, CCXP

Interim CEO

diane@cxpa.org

Diane serves at the CEO and helps support providing value and community for each and every member and partner. She is a firm believer that it "take a village" to help everyone succeed. She knows our work as CX practitioners is very tough and extremely important. Anyone who knows Diane would say she's very passionate about customer and employee experience and a driven change agent. Diane has over 25 years experience building and transforming organizations around their customers and employees – from front line to infrastructure - working in and with brands such as Sysco, Invisalign and AT&T.

Quick facts about Diane

  • She started her professional career as a clinical psychologist
  • Her first business venture with a friend started in the basement of his house and the company to $3M and 140 employees 4 years later - the entrepreneurial bug was born!
  • She was an exchange student to Australia in high school, which launched her passion for travel

 

Erica Ashfeld

Strategic Partnership Manager

erica@cxpa.org

 

Erica Ashfeld serves as CXPA's Strategic Partner Manager. In this role, she partners with Corporate Members, Sponsors and Industry Partners. She focuses on bringing value to Corporate Membership benefits and resources and working with new and existing sponsors and partners. Check out the new offerings! Erica joined the CXPA team after being a member for almost two years.

Quick facts about Erica

  • Loves boating and waterskiing on Minnesota's 10,000 lakes
  • Grew up wanting to be a nurse, has always had a passion for healthcare and helping others
  • Enjoys spending time with her family and two young children, bargain hunting and baking

 

Kim Proctor

Member Experience

kim@cxpa.org

 

Kim has helped the CXPA in various capacities and now is focused on improving the digital experience the CXPA offers. Kim has loved customer experience before she even knew it was called that. After reading Jeanne Bliss’ first book Chief Customer Officer she knew this was her world! She loves being a founding member of the CXPA because over the years she has met so many great people. Kim loves to talk about digital experience, UX, customer experience design and more and enjoys participating in the CXPA community forum.

Quick facts about Kim

  • She is a huge cat lover and has 2 cute tortie cats
  • She has been a vegetarian for 20 years and loves swapping recipes
  • She loves to travel and has been to South Africa twice!

 

Jaime Nolan, CAE, CGT

Association Consultant

 

Jaime Nolan, CAE, is founder and owner of IntrinXec Management Inc., the CXPA's association management company located in Minneapolis, MN. Jaime manages the daily operations of the growing business including management of the company’s vision and strategic plan. Additionally, Jaime works with other associations on strategic planning, board governance, leadership training, and organizational culture. Jaime’s role for CXPA is to serve as a governance and leadership consultant for our rapidly growing association, as well as to oversee the IntrinXec team who supports CXPA.

 

Quick Facts About Jaime:

  • She loves to travel
  • She serves on the Board of two nonprofits serving patient advocacy and grief
  • She takes her kids hiking every single week

 

Jessica Burgus

Controller

 

According to her four younger brothers and sisters, “controller” is a very appropriate title for Jessica. Jessica is the Controller for IntrinXec, our association’s Association Management Company, where she also serves as the controller of CXPA. Jess has held a number of finance positions, at companies such as Enterprise and ev3, that have contributed to her current success. Through challenges, and some failures, she has learned how to be a leader and build trust with everyone she meets.

Quick Facts About Jessica:

  • Her time outside of the office includes being a mother of two teenage girls and a surrogate mother to a large handful of nieces and nephews.
  • Her two favorite past times – pounding nails (building stuff) and drinking wine. Or … she might be trying to escape her nerdy, trumpet-playing, blonde afro self of the late eighties …

 

Adrienne Bryant

Program Manager

adrienne@cxpa.org

 

Adrienne joined the IntrinXec team as a the program manager for CXPA. A Rising Star in the association industry (and we aren’t using that term lightly - she received the “Rising Star” award from the Florida Society of Association Executives!) Adrienne is passionate about the customer experience and lifelong learning.

Quick facts about Adrienne

She considers these the five strengths that drive her professional life and her personal life:

  • Restorative (Natural Troubleshooter)
  • Deliberative (Naturally Cautious)
  • Learner (Naturally Curious)
  • Context (Natural Historian)
  • Input (Natural Storehouse)

 

 

Lesley Lykins, CCXP

Director of Member Engagement

lesley@cxpa.org

 

Raised on a farm in Ohio, I grew up learning how to milk goats. I accepted a Naval Reserve Officer Training Corp scholarships to Boston University as a method of escaping Ohio. After graduating with a degree in General Management I started my career driving warships for the Navy. After three years in the Navy's Surface Warfare community, I was selected as one of the Navy's 200 public affairs officers. I had opportunities to collaborate and lead major Navy outreach opportunities including New York City Fleet Week, and ended my active career in the Navy standing up the Navy's social media program. I had a brief stint as a community manager for SocialMedia.org and then was blessed to be introduced to CXPA. It is my pleasure to serve as the association's community manager. On the home front, I spend time fundraising for the Cystic Fibrosis Foundation, participating as a leader in my church and am a wife and mother of four young children living once again back in Ohio. (No goats this time!)

Quick facts about Lesley

  • She loves to cycle and has completed multiple century (100 mile) rides
  • She won the 4-H state title twice for her public speaking demonstrations while in high school
  • Lesley ran into Goonies Star Sean Astin on an elevator and it took 11 floors for her to realize who he was 

 

Sophia Ruotolo

Community and Partnership Coordinator

sophia@cxpa.org

 

Being involved with CXPA since 2013, Sophia is thrilled to step into the role of Community and Partnership Coordinator. Originally from Columbus, Ohio she recently graduated from The Ohio State University with a strong education in communications and business writing that poise her to provide useful support and valuable contributions to the CXPA team. She is currently living in Chicago with what seems like more than half of all OSU’s alumni and loves working for CXPA!

Quick facts about Sophia

  • She loves to travel internationally and has had a passport since infancy
  • Enjoys spending time discovering new areas and restaurants in Chicago and would appreciate any recommendations
  • Cannot cook without the aid of Blue Apron

 

Drew Hall, CCXP

CCXP Administrator

drew.hall@cxpa.org

 

Drew Hall oversees the CCXP program, working diligently to ensure candidates have the resources and information they need to pass the exam and maintain their certification. Drew is driven to enhance the quality of the human experience through the improvement of process / technology, and more importantly, through the development of customer-centric cultures.

Fun facts about Drew

  • Drew is a member of the Recording Academy, and has published music in film and television.
  • Drew has traveled to over 20 countries including India, China, Israel, Holland, Spain, France, Germany, Brazil, Argentina, and Mexico.
  • Drew earned US Soccer's Coaching "License F" and hopes to one-day manage a Major League Soccer (MLS) club.

 

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Kristen Ohm

Marketing Specialist

kristen@cxpa.org

 

Kristen is the CXPA’s newest intern with five years of various in-store customer relationship management experience and is studying for a degree at the University of Minnesota. She is a junior majoring in Marketing through the Carlson School of Management and minoring in Psychology and Retail Merchandising through the College of Education and Human Development and the College of Design. She is driven to study and work in this field as she has always loved serving others as well as creating new and innovative ways to problem-solve for whatever area she can assist in.

Quick facts about Kristen

  • Her strengths are Woo, Communication, Restorative, Influencing and Competition
  • She had the opportunity to work on her college’s inaugural Women Mean Business Program which introduced high school girls to STEM related Business Fields like MIS, Finance, and Supply Chain Operations
  • She has traveled to Singapore on study abroad to study Cultural Intelligence