Profile

CXPA BOARD OF DIRECTORS
CCXP
2020 CX Impact Award Winner

Contact Details

Bio

✪ MY VALUE PROPOSITION

I am an innovative, determined, and passionate CX Change Maker who believes great things don't happen in your comfort zone. I excel in leading CX transformation. My innate talent is delivering high-quality, revenue-impacting customer experiences by defining, assessing, and optimizing the customer lifecycle. I link CX to operational metrics and financials, achieve unprecedented results, gather and analyze actionable consumer insights, and deliver strategic recommendations to influence direction, and elevate brands.

✪ WHAT I AM KNOWN FOR

→ Being a CX thought leader who drives excellence to protect and expand revenue through innovative, scalable solutions.
→ Cultivating the right emotion to deliver a differentiated and 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.
→ Leaving my legacy with teams where people learn more from me in a few months than they have after being in the industry for years.

✪ MY STRATEGIC GOALS + PASSION = HOW I BUILT MY SUCCESS

➲ Co-architected the CX Index™, a proprietary data-driven framework that diagnosed a company’s CX quality and identified CX initiatives that had a significant impact on CX and protecting/expanding revenue.
➲ Architected the CX Vision and Strategy for Ultimate Software (UKG) with a deep focus on an emotion-specific approach and experience drivers that reduced cost to serve and fueled revenue growth.
➲ Established an in-house “CX Consultancy” after successfully showcasing the value of this unique approach.
➲ Championed efforts to re-engineer two VoC programs (branded as USpeak) including one at Ultimate and one at UKG after the merger.
➲ Built, empowered, and launched 2 ultra-performing CX strategy teams including one team at Forrester Research that focused on the CX Index Product and one team at UKG that focused on the CX strategy initiatives.
➲ Selected to be one of four deep-dive case studies in Jim Tincher’s “Do B2B Better: Drive Growth Through Game-Changing Customer Experience”.

✪ AREAS OF AUTHORITY

✓ Strategic CX Leadership & CX Experience
✓ Transformation Management
✓ Messaging & Narrative Building
✓ Team Leadership & Empowerment
✓ CX Change Management
✓ Marketing & Strategic Communications
✓ Brand Positioning
✓ Customer Acquisition & Growth Strategy
✓ Data Analytics & Consumer Insights
✓ Culture Building
✓ Competitive Analysis & Market Expansion
✓ CX Readiness Planning

Industry

  • Technology

Global Region

  • United States