CXPA Book of Knowledge

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Ringoes, NJ

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Customer Experience/VoC/EX, market research, and marketing information pro, SME, and Thought Leader. My focus for the past 20+ years has been on Customer Experience (CX)/VoC/NPS, User and Digital Experience, Employee Engagement and SaaS platforms. 20+ years of broad market research and consulting experience, including both client and supplier-side, spanning industries and B2C and B2B.

Special focus on emotion analytics and impact of emotions on CX, the economics of CX, and the impact of EX on CX. Experiences that “touch” or leave an emotional imprint on customers help shape the larger customer relationship . . . and that relationship drives customer behaviors . . . and those behaviors create (or destroy) value for a firm.

The value of your company is based on current and future cash flows from customers. This makes customers your most prized asset and means that the role of a firm is nurturing customer relationships to maximize the current & future value of customers.


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