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Concur Technologies

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Concur Technologies

Bio

Customer Experience is about driving cross-functional change to make it easy for customers to get what they need and want. To do this, I work with metrics, analysts, cross-functional leaders and field representatives, industry leaders and CXPA to figure out what’s working, what opportunities are out there and what’s possible. I love the challenges and rewards of this work, especially when a customer says, ‘that was awesome’. Wow!

Specialties: Voice of the Customer, Verbatim / Customer Call Mining and Analysis, Customer Journey Mapping, Storytelling, Root Cause Analysis, Certified Customer Experience Professional (CCXP), Net Promoter Associate Certified (NPS), Data Visualization, Survey Design and Analysis