I have over two decades of experience as a practitioner and consultant improving service delivery and transforming customer experiences through employee engagement and customer-centric process improvement initiatives. In my work, it’s important to me to drive change in a way that builds on the positive aspects of an organization's culture and what it does well, while helping the company evolve so it can best serve its customers, employees, and the broader markets and communities it is a part of.
My other areas of expertise include market research, program management, business process design, marketing, instructional design, and training.
Experienced global public speaker and trainer, skilled in customizing key messages for a variety of professional audiences by industry, role, or experience level.
Specialties: customer experience management; customer experience strategy; voice of the customer; customer insights; culture; employee engagement; employee experience management; change management; program design; needs analysis; market research; project and program management; business process design; meeting facilitation; instructional design; training program and presentation delivery; public speaking