Profile

Founder and CEO,
Experience Investigators

Contact Details

Experience Investigators
Oak Park, IL

Bio

Customer experience and patient experience speaker, writer and consultant with more than 20 years experience in assisting all types of companies, including Fortune 500. Specialties include in-depth experience evaluations, customer journey mapping, user experience analysis, and leading workshops and trainings. Our trademarked process of Customer Experience Investigation™ (CXI®) is a specialty, along with micromoments in the customer journey.

Specialties: Customer Experience Consulting
Customer Journey Mapping
Customer Experience Research
Customer Experience Qualitative Evaluation
Patient Experience
Digital Experience Evaluation
Social Customer Care
Employee Engagement
Financial Services Customer Processes
Usability, Communications, Research, and Positioning
Software-As-A-Service (SaaS) Customer Experience
Online Community

Industry

  • Business Services

Job History

Experience Investigators by 360Connext
CEO & Chief Customer Experience Investigator
August 2009 - present

CX Workout
Certified CX Workout Advisor
January 2018 - present

Lynda.com
Author and Instructor at LinkedIn Learning
November 2017 - present

Customer Experience Professionals Association
Local Networking Exchange National Co-Lead
February 2016 - present

Crack The Customer Code Podcast
Co-Host
November 2014 - present

Global CX Panel
Member
June 2013 - present

Customer Experience Professionals Association
Chicagoland Ambassador
February 2012 - present

Jeannie Walters
Global Customer Experience Patient Experience Keynote Speaker, Trainer, Workshop Leader
January 2012 - present

Social Media Club - Chicago Chapter
Board Member
June 2010 - July 2012

Vox
President
February 1998 - August 2009

ChicWIT
Executive Director
August 2001 - September 2005

IDC
Account Executive
August 1994 - January 1998

Designation

  • CCXP