About

As a seasoned Chief Customer Experience Officer and long-time advisor, my 35+ year career spans CX management, strategy, marketing, product, operations, training, and process improvement. I am an Authorized Independent Advisor of NPSx, powered by Bain & Company, and a Bain Certified CX and NPS Practitioner (CCX). I am proud to be a founding board member and board chair of the Customer Experience Professionals Association (CXPA). I am a Certified CX Professional (CCXP), XM Professional (XMP), Lean certified, and a Six Sigma Master Black Belt.

 

Why Me? Because I’ve lived it….and I’m passionate to help you succeed. 

• My deep experience as a Chief Customer Experience Officer across multiple industries in B2B & B2B2C companies.
• I’ve worked for or have been a client of multiple CX Technology Solution Providers.
• My proven track record of uniting executives, operational leaders, and frontline teams is my superpower as a connector.
• I’ve demonstrated CX value tied to long-term profitable growth in multiple organizations.
• My process experience in Lean and Six Sigma enables the building of customer processes into operations.
• I know what works and what doesn’t from years of doing the work…the scars have helped me develop insights and wisdom.