Profile

2024 BOARD OF DIRECTORS
CCXP

Contact Details

Bellevue

Social Links

Bio

CUSTOMER EXPERIENCE & TRANSFORMATION EXECUTIVE

Thought leader and expert in the Customer Experience (CX) field who has built  six B2B practices from the ground up and driven world-class, human-centric transformation initiatives to heighten both CX and employee experience (EX) as well as operational excellence. Regularly cited as an expert in CX publications, podcasts, conferences, and webinars.

§  Customer Experience: Assessed the current state and customer needs for numerous organizations, then built customized best practices using all six competencies (strategy, culture, insights, journey mapping, experience design, and governance) to drive impactful outcomes.

§  Transformation: Led change initiatives utilizing human-centered design capabilities that fueled increases of 5–15% in customer satisfaction; 5–10% in employee satisfaction; and enhanced operational efficiencies, including process improvements, digital/UX experiences, reductions in costs, and technology implementations.

§  Leadership: Ensures organizational capability and structure as well as the development of corresponding leadership talent. Values diverse perspectives and consistently wins employee satisfaction ratings that surpass benchmarks and foster retention.

She has served on the Board of Directors for CXPA for a number of years and is the Board Chair for 2023.

Industry

  • Technology

Global Region

  • United States