Profile

Practical CX, LLC
CCXP
COMMITTEE CHAIR
CX in HIGHER EDUCATION

Contact Details

Practical CX, LLC
Fairfax, VA

Bio

My CX career began in the B2B professional services world (Big Four accounting and law), but many people know me as one of the U.S. federal government's first agency-level heads of customer experience (2012-2016). During this time I also served as an advisor for President Obama's multiagency task force on customer service, now called customer experience.

I'm a founding member of the Customer Experience Professionals Association and a Certified Customer Experience Professional (CCXP) with a background in corporate communication, business development, broadcasting, and PR.


Just before launching Practical CX, I served as the chief advisor and CX subject matter expert for the federal team at Qualtrics, now owned by SAP, and spent some time working as part of the headquarters team for the Customer Experience Professionals Association (CXPA).

Industry

  • Professional Services

Job History

Practical CX, LLC
Founding Principal
Washington, DC, United States
October 2019 - present

Qualtrics
Chief Advisor, Federal Customer Experience
Washington, DC, United States
September 2018 - October 2019

Customer Experience Professionals Association
Executive Strategist, CX Content
Washington, DC, United States
September 2017 - September 2018

Export-Import Bank of the United States
Vice President of Customer Experience
Washington, DC, United States
August 2012 - August 2016

Honors and Awards

CX Impact Award
Customer Experience Professionals Association (CXPA)
2016

Who's Who in Customer Experience
Customer Experience Professionals Association (CXPA)
2018

Designation

  • CCXP