I'm an independent analyst, consultant, and speaker who helps customer experience leaders and CX solution providers understand and overcome their obstacles to success.
I spent the first 20+ years of my career collecting diverse expertise across the customer experience. First, in operations, working through the ranks of contact centers, hotels, restaurants, and retail. Then, in professional services, leading training, consulting, research, content, and event programs. Finally, in technology marketing, building global campaigns, organizing customer communities, overseeing corporate communications, and advising on product roadmaps and message development.
I specialize in customer service operations, contact center strategy, and customer experience technologies.
Available For: Advising, Authoring, Consulting, Influencing, Speaking
Travels From: Wilmington, NC
Speaking Topics: Customer Experience, Leadership, Business Strategy
