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CXPA BOARD OF DIRECTORS
CCXP

Contact Details

Bio

Above all else, I'm passionate about customer experience because I've learned that when we serve others well, we positively impact their lives and make the world a better place in the process.

I currently serve on the Board of Directors of the Customer Experience Professionals Association and Chair the Higher Education Subcommittee. I designed and taught a Customer Experience Management Course in Loyola University's MBA program where he held an adjunct professor position.  I have served as a judge for the Irish CX Impact Awards, and have been featured in the book Chief Customer Officer 2.0. I have  been a guest on numerous industry webinars and podcasts and has been a featured speaker and panelist.Prior to my CX leadership role, I served as a management consultant for companies in a variety of industries dramatically improving their business results.  I helped them craft  their vision, mission, and core values in addition to designing their revenue growth strategies.

Previously, I worked for over two decades in the sales and sales management at Fortune 500 companies like Boise Cascade and Standard Register.  I hold a BS in Marketing from the University of Maryland, and an MBA from Loyola University Maryland.

When I'm not working, you might find me enjoying time with his kids and grandkids, tinkering with home projects, and chasing a little white ball around.  

An expert in customer experience management and transformation leadership, I consistently share my expertise in publications, books, podcasts, conferences, and webinars. Below are highlights of my career accomplishments and specialities:

  • Designed and built a customer experience practices from the ground up, enabling the highly competitive, highly regulated financial services organization to improve customer loyalty while delivering operational efficiencies and growth.
  • Increased employee engagement by embedding CX as a part of the culture.
  • Designed an award-winning cultural transformation initiative "Meeting in a Box" to drive enterprise-wide consistency
  • Architected listening paths for direct client feedback across channels providing insights for operational changes that eliminated waste and improved CX
  • Enabled numerous initiatives to increase customer retention and grow customer base utilizing behavioral insights, financial modeling, predictive analytics, and competitive research.

I led the client experience efforts at Sandy Spring Bank from 2013 to 2022 , the oldest and largest independent Maryland-based bank. I have a passion to serve and deliver remarkable experiences to clients on a consistent basis.  Sandy Spring has had seven consecutive years of increased revenues and has grown from $3.3 billion to over $13 billion in assets during that time.  

In 2022, Sandy Spring Bank was named as the #5 Bank in the United States by Forbes and has been recognized twice as the winner of the CX Innovation Award by CXPA.  The Bank received the honor from Forbes Magazine as a most trusted company in 2019, 2020, and 2021.

In my prior role as a management consultant, I led engagements with senior executives in banking, insurance and employee benefits, IT integration, Internet start-ups, promotional packaging, software, manufacturing, commercial real estate, office and technology supplies, systems furniture and others.

I have also served as an outsourced Chief Revenue Officer and VP of Sales, helping organizations in a variety of vertical markets align their corporate vision with their strategy and execute for sustained growth.

As a member of Trusted Advisor Associates – I was among a select group of consultants licensed to deliver programs based on best-selling author Charles H. Green’s books The Trusted Advisor and Trust-Based Selling.

During my 13 year career at Boise Cascade/OfficeMax, my organization consistently ranked among the top performing teams nationally. 

I have served as an Adjunct Professor at Loyola University in Maryland teaching a Customer Experience Management course to MBA students. I hold a Bachelor of Science in Marketing from the University of Maryland, and a MBA from Loyola University.

Industry

  • Banking