CXPA Book of Knowledge

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With the combination of creative thinking, pragmatic and unconventional methods, I have helped organizations exceed their expectations, delight the customer and attain a customer-centric culture.
Currently, I am the Principal Analyst - Customer Experience at Insider Intelligence where I research and address the needs of global business and how customer experience can propel sales and profit. 
With over 30 years of experience as a practitioner, consultant and analyst, I am seasoned with various of aspects of CX and constantly intrigued by how CX is changing and continuing to develop.


  • Consulting

Global Region

  • United States