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Lynn led company-wide customer experience transformation for many years at Applied Materials and Sonoco Products where her roles included VoC Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Corporate Quality.

She is Chief Customer Officer of ClearAction Continuum, and co-founder of the Experience Value Exchange subscription community to help your extended CX team make CX a team sport across your company's non-customer-facing groups. Preventing recurrence of issues for your whole customer base is the ticket to huge CXM ROI, and preventing occurrence of issues in the first place is CX utopia!

Rave reviews are the norm for her courses for corporate boards and C-suites, as well as CX+EX+PX experts and execs, journey mapping facilitation, and customer-centricity skills. Some courses have been translated to Arabic, Spanish, French, and Portuguese. Most of Lynn's training, models, and consulting resources are included in the Experience Value Exchange subscription, in addition to resources from many other experts and fellow members.

Lynn designed the world's first Journey to Marketing Operations Maturity benchmarking study. She has also designed a unique customer health score model and a customer experience transformation maturity model, assessment and roadmap. Her 5-year study was first ever to benchmark B2B customer experience practices globally. 

Lynn is a past CXPA Board member and former co-leader of numerous CXPA committees, panelist and moderator of Insight Exchange sessions, and presenter at various CXPA local networking events (Toronto, DC, . . .). ClearAction was a corporate founding member of CXPA. Lynn is currently leading the CXPA Phoenix local networking committee.

Her CCXP course was first to receive CXPA’s Authorized Resource & Training designation. She is a CXPA Recognized Training Provider. She earned her California teaching credential and taught 2 dozen courses at UC Berkeley  & UC Santa Cruz Extensions, San Jose State University and Mission College.

She is past president of Silicon Valley AMA, earning a Chapter Excellence Award. She earned her MBA from Vanderbilt University, and she is a Professional Certified Marketer, Certified Quality Manager, Certified MBTI Practitioner, and Certified Customer Experience Professional.

Lynn is author of 3 handbooks available on Amazon, including Innovating Superior Customer Experience. She was #1 author of 2015 and 2017 on CustomerThink.com, and she is 1 of 12 featured columnists. Lynn is 1 of 5 recipients of CustomerThink's Hall of Fame Award. She is named in numerous influencers lists, including Top 30 Customer Service Professionals and Top 25 Customer Success Influencers. 


♦ CXPA Recognized Training Provider 2015-present
♦ CXPA Phoenix Network Leadership Council 2021-present
♦ CXPA Board of Directors 2017-2020
♦ CXPA Instructor, Customer Journey Mapping live online course 2016
♦ CXPA Extra Mile Award 2015
♦ CXPA MVP Award 2014
♦ CX Experts Panel Member 2013-16
♦ Co-Chair: CXPA Innovation Awards 2015, CX Day Online Events 2014 & 2015, CX Day Social Media 2016
♦ Insights Exchange: Unwound Session Moderator 2013 & 2015, Show-and-Tell Table Anchor 2013, Unwound Session Co-Chair 2013, Office Hours 2014-16 
♦ CXPA CX Tools Committee 2012, contributor of 3 CX Tools to CXPA
♦ CXPA Corporate Founding Member 2011

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Global Region

  • United States