Sean Albertson began his CX journey on the front lines in contact centers in the mid-1990s. Managing service teams, quality and training programs, and creating knowledge management tools early in his career fostered his passion for enabling great customer service for his employers. As the 90s ended and new metrics like Net Promoter Score (NPS) and Customer Satisfaction Index (CSI) and survey platforms became more common, Sean added to his experience a heavy focus on surveys, analytics and market research. Sean continued to expand his influence through the early 2000s to improve customers’ experiences in roles across marketing, product and pricing, and even spent some time in IT translating CX concepts into technology and digital solutions. Now, over 25 years of diverse experience have enabled Sean to develop CX programs that balance quantitative and qualitative research to identify and execute CX solutions across all facets of the organizations he supports. Sean is the Founder and Chief Experience Officer (CXO) of CX4ROCKS LLC. As a professional speaker, workshop facilitator, coach and consultant, Sean can help your organization reduce effort and drive loyalty by transforming the customer journey.