Profile

VP of CX Strategy,
UKG (Ultimate Kronos Group)
CXPA BOARD OF DIRECTORS
CCXP
2020 CX Impact Award Winner

Contact Details

UKG (Ultimate Kronos Group)

Social Links

Bio

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.

Specialties:
- 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

Certifications:
- 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

Professional Associations

Customer Experience Professionals Association
2017 - Present

Education

The College of William and Mary
MA
Psychology

Florida State University
BS
Psychology

Industry

  • Technology

Job History

UKG (Ultimate Kronos Group)
VP of CX Strategy
October 2020 - present

Ultimate Software
Senior Director, Customer Experience Strategy
July 2018 - September 2020

Forrester Research
Vice President, CX Index™
July 2016 - June 2018

Forrester Research
Director, Data Insights Innovation
January 2015 - June 2016

Forrester Research
Manager, Data Insights Innovation
January 2014 - December 2014

Forrester Research
Data Insights Innovation Analyst
January 2011 - December 2013

Forrester Research
Survey Operations Manager and Team Lead
June 2008 - December 2010

Forrester Research
Data Operations Specialist
July 2007 - June 2008

Forrester Research
Market Research Data Advisor
February 2006 - June 2007

Honors and Awards

CX Impact Award Winner
CXPA
2020

CX Leader Of The Year - Finalist
My Customer
2020

Designation

  • CCXP