Jeffrey is a forward thinker in driving improvements in the CX world. In his current role, Jeffrey researches and writes on topics related to CX in the utility industry. Previously, Jeffrey was the Total Consumer Experience Sr. Manager for Crocs, Inc., a footwear manufacturer. In this role, he was responsible for driving the adoption of a CX program, the measurement and analysis of VOC for retail, e-commerce, and contact centers, the implementation and management of a VOE program, and process improvements to improve the way the organization managed its relationships with both its customers and employees.