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. Instead of measuring the ROI of CX, I have aligned CX with the goals of the organization bringing growth, profitability and value.
Currently, I am the senior customer experience manager at Upwork working with business units to improve results using CX.
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.