What is your biggest gap in customer expectations? Customer experiences (CX) have become a new battleground for companies, with increased opportunities in this changing economy. With certifications in organizational CX transformation, I bring two decades of successful executive buy-in from a collaborative, metric led strategy - including service design with United Airlines, Marriott, Wells Fargo, and Samsung. With a passion for continuous feedback, I bridge agency marketing with fourteen years of collaborative, product strategy within digital transformation pursuits.
I thrive blueprinting enterprise end-to-end experiences with customer research, quant. metrics and collaborative workshops. This includes mapping business strategy intelligence to customer journey gaps and ROI metrics. The results deliver rich digital experiences aligned to business OKR/KPI measurements.