Customer Experience Management Evangelist
Lorraine serves as a member of the CXPA Board of Directors. Previously, she served as the first CEM Evangelist at Clarabridge, she worked with customers and prospects to help them understand the importance of customer experience. She is able to share best practices across different industries and geographical regions and help them apply those to their business.
In her previous role as Verizon's Director of Customer Business Intelligence, Schumacher was responsible for operationalizing the development of vital intelligence pertaining to voice of the customer, voice of the employees and shareholders, which directs, focuses and feeds the company's transformative efforts.
Schumacher began her career in the wireless industry in 1994 as a Retail Store Manager with Bell Atlantic Mobile. Since then, she has held a variety positions in Marketing, IT, Product Development and Customer Service. When Verizon Wireless was formed in 2000, Schumacher was named Director - Area Client Account Management in IT, where she oversaw the Program Management of 14 billing system conversion across 22 regions. She went on to serve as Executive Director in Wireless Product Development.
Immediately prior to her move to Verizon's corporate offices, Schumacher was Director of Customer Service Operations, where she focused solely on Transformation Initiatives. She is an industry expert and frequently speaks publicly and with analysts and the press about her CX experience. Her goal is to help businesses operationalize the voice of the customer and ultimately provide the best in customer experiences.
Schumacher holds a Bachelor of Fine Arts (Music Performance) from Baldwin Wallace College Music Conservatory, in Berea Ohio.