Profile

Principal | Founder,
HorizonCX

Contact Details

HorizonCX
Quincy, MA

Bio

Visionary Customer Experience (CX) Leader Helping Business Achieve Maximum Potential via CX

A recognized thought leader and certified Customer Experience (CX) expert with innovative approaches to driving customer-centric thinking within B2B organizations including technology, manufacturing, and service-oriented businesses. Using proven leadership skills, hands-on team-building approaches, and creativity, I design customer experience strategies that help organizations, retain customers, extend the customer lifecycle, leverage new business through referrals, deliver a return on investment through customer experience, and earn a reputation for achieving customer experience excellence. My goal is to help organizations excel in business by:

• Coaching them on Customer Experience Management (CEM) strategies
• Leveraging customer-centric behaviors.
• Demonstrating why customer experience is a business and marketing strategy
• Proving that CX measures are as important to an organization as financial measures
• Converting key drivers of customer satisfaction and loyalty into tangible ROI

Specialties: Customer Experience Management, Customer Strategy, Customer Feedback Measurement, Text Analytics, Enterprise Feedback Management, Market Research, Business Intelligence, Customer Dynamics, Systems Thinking, Net Promoter Score (NPS) Systems, International Experience in Asia, Europe, India, and South America.

Industry

  • Consulting

Job History

HorizonCX, LLC
Founder, President, and Certified Customer Experience Professional (CCXP)
Quincy
November 2014 - present

MUSIC MUSEUM OF NEW ENGLAND www.mmone.org
Contributing Writer
May 2017 - present

Eastern Bank
Senior CX Analyst
Boston
January 2016 - February 2018

Customer Experience Professionals Association (CXPA)
Member, Board of Directors
October 2011 - May 2015

Tyco SimplexGrinnell
Customer Experience Lead
August 2004 - October 2014

Tyco SimplexGrinnell
Manager of Business Development
January 2001 - January 2004

Tyco SimplexGrinnell
Manager, Integrated Systems Training
January 1997 - January 2001

Caliper Life Sciences
Director of Training (Zymark)
January 1984 - January 1994

Thermo Jarrell-Ash
Analytical Chemist - Application Specialist
January 1980 - January 1984

Raytheon Badger
Lab Technician
January 1976 - January 1977

Honors and Awards

Achieving Customer Excellence (ACE)
Confirmit (CustomerSat)
2007, 2008, 2009, 2010, 2011, 2012, 2013, 2014

Best Use of EFM Across the Enterprise
Confirmit
2013

Best Use of Innovation in Customer or Employee Engagement
Confirmit
2012

CEM Certification
Strativity Group, LLC
2004

CEMPRO Certification
Customer Relationship Management Institute (CRMI)
2005

Certified Customer Experience Professional (CCXP)
Customer Experience Professionals Association (CXPA)
2014

CX Impact Award Recipient
Customer Experience Professionals Association (CXPA)
2014

Extra Mile Award
Customer Experience Professionals Association (CXPA)
2013

Member, CustomerSat Customer Council
Confirmit (CustomerSat)
2008

Member, CXPA Board of Directors
Customer Experience Professionals Association (CXPA)
2011, 2015

Outstanding Local Networking Award - CXPA Boston Network Lead
Customer Experience Professionals Association (CXPA)
2016

Recognized in the Customer Experience Superhero Success Guide
Customer Experience Professionals Association (CXPA)
2016

Who's Who of CX
Customer Experience Professionals Association (CXPA)
2016

Designation

  • CCXP