Driven transformation executive and co-creator of Forrester's CX Index™ with 15+ years of experience as a practitioner and thought leader.
Deep expertise in designing and executing innovative CX transformation initiatives that tap into the six core CX competencies and leveraging CX best practices to create differentiated, high-quality experiences that create, sustain, and expand customer loyalty.
Track record of success in driving innovation and organizational change, building high-performance teams, achieving business results, and delivering energizing and motivating presentations.
- Designing Business and CX Transformations
- Customer Experience Strategy
- Building New CX Functions + Teams
- Designing + Running Voice of the Customer Programs
- Customer Journey Mapping
Honors & Awards:
- CXPA CX Impact Award Winner - 2020
- CX Leader Of The Year - Finalist 2020
- CCXP: Certified Customer Experience Professional
- FCXP: Forrester CX Foundations
- FCXP: Forrester CX Advanced Level - Customer Journey Mapping
- FCXP: Forrester CX Advanced Level - CX Innovation
CX Award Judge:
--2021 Emerging Leader in CX Award (CXPA)
--2021 Customer Centricity World Series Awards
--2021 North American Customer Centricity Awards