What I Do:
I help business leaders — from individuals to small businesses to Fortune 1000s — learn and apply customer-centric initiatives that benefit their customers, employees and bottom line.

How I Do It:
Customer experience is more than a customer journey map or a Net Promoter Score. It’s the actions your team takes on a daily basis to use these tools to serve your larger organizational goals.

Even the strongest organizations benefit from an outside perspective. As they say, ‘you can’t read the label from inside the bottle.’

Whether your company is ready for ongoing expert consulting, a one-time workshop, or simple, engaging LinkedIn Learning courses, I have a solution to meet you where you are.

Why It Works:
Leaders can be discouraged when they hear customer experience strategy as “let’s be nice to customers.”

I approach CX strategy another way: “Let’s build the right vision, strategy and outcomes around customer experience to meet or exceed our larger company-wide goals.”

Working with cross-functional leadership, I help organizations make CX a part of their everyday culture — not just a one-off initiative that’s quickly forgotten about.

An Expert in Remote Work
For more than a decade, organizations including Georgetown University, LinkedIn Learning, and the Online Marketing Institute, as well as members of the Fortune 500 like Zurich and Cisco, have trusted me to speak, educate and consult remotely.