✪ MY VALUE PROPOSITION
I am an innovative CX Change Maker who believes great things don't happen in your comfort zone. I excel in leading CX transformations tied to operational metrics and financials. My talent lies in delivering high-quality, revenue-impacting, and cost-saving customer experiences by defining, testing, and optimizing the customer lifecycle.
✪ WHAT I AM KNOWN FOR
→ Being a CX leader who breaks down silos and unifies an organization around a singular CX Vision, transforming strategy into execution to protect and expand revenue through scalable, human-centered experiences.
→ Identifying and cultivating the right emotion to deliver a differentiated, high-quality customer experience.
→ Being a servant leader who empowers professionals to realize their full potential.
→ A dynamic, passionate speaker who brings the customer to the foreground.
✪ MY STRATEGIC GOALS + PASSION = HOW I BUILT MY SUCCESS
➲ Twice architected a CX Vision, Strategy, and Execution Program, focusing on an Emotional North Star to reduce cost-to-serve and drive double-digit revenue growth. Accelerated growth to $1B in bookings within 1.5 years (20% growth) and then to $4B in bookings in 3 years (54% growth), surpassing targets by a year.
➲ Co-architected the CX Index™, a proprietary data-driven framework, driving a new business line and strategic engagement program that achieved consistent double-digit YoY growth and $15.3M in bookings in the first 4 years.
➲ Built and led two high-performing global CX teams: one at Forrester for the CX Index™ growing to 20 in two years, and one at UKG for CX Strategy, Enablement, and Execution, expanding to 50 in five years.
➲ Awarded the 2023 CX Leader Of The Year by MyCustomer.
➲ Selected to be one of four deep-dive case studies in Jim Tincher’s “Do B2B Better: Drive Growth Through Game-Changing Customer Experience” (2022).
✪ AREAS OF AUTHORITY
Customer Experience Strategy | Customer Experience Transformation | Customer Experience Management | Change Management | Experience Operations | Customer Journey Mapping | Service Design | Customer Enablement | User Adoption | Digital Self-Service | Process Improvement | Automation & AI | Voice of the Customer (VoC) Programs | Metrics | Customer Satisfaction | Quantitative & Qualitative Analysis | Customer Insights | Customer & Market Research | Customer Segmentation & Personas | Marketing & Strategic Communications | Knowledge Management | Project & Program Management | SaaS Business Model | Go-To-Market Strategy | Cross-Functional Team Leadership | Keynote Speaker