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Jeff Sheehan

Executive Director at JS Consulting

Dublin, Ireland

I am an American Customer Experience professional, with deep skill and expertise in customer engagement, consulting, customer service operations, service sales, digital technology implementation and leadership, acquired at top-tier American firms including Apple, RSM LLP, NCR Corp. and CSC (now DXC Technology) and the U.S. Army.?

All of my CX experience comes from working in service delivery, service sales, service management and consulting roles for the past 25 years.??

The value I offer is guiding clients through a holistic assessment of the strategies, organization, people, processes and technologies that define, operate and improve their customer experience (CX) programs, aligns with corporate strategy and brand promises, and delivers on business objectives.?

I see CX as the wave of the future for driving growth and uniqueness and am passionate about doing work that creates a new level of customer intimacy and operational excellence.??

AREAS OF EXPERTISE: ?
CX Consulting | Service Design | Journey Mapping | Voice of Customer Insights & Analytics | Customer Service Operations | P&L Management | Strategy Development and Execution | Organizational Change Management | Business Process Improvement | Sales

Available For: Authoring, Consulting, Influencing, Speaking
Travels From: Dublin, Ireland
Speaking Topics: Alignment in Customer Experience, Integrating Functions in a Customer Experience Management Program, Assessing your CX Program for friction

Jeff SheehanPoints
Academic0
Author50
Influencer0
Speaker0
Entrepreneur0
Total50

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Individual
Business Unit: Customer Experience
Theatre: EMEA
Media Experience: 1

Areas of Expertise

Agile
Analytics
Business Strategy 32.17
Change Management
Culture
Customer Experience 34.20
Design Thinking
Digital Transformation
Innovation
Leadership
Management 35.92
Sales

Industry Experience

Consumer Products
Federal & Public Sector
Financial Services & Banking
High Tech & Electronics
Hospitality
Manufacturing
Professional Services
Retail
Telecommunications
Travel & Transportation
Utilities

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Publications

1 Book
Customer Experience management - A Field Manual
TBD
June 30, 2020
This is a practical guide for CX Leaders to reference when building a new CX Program or improving a CX Program in place. It provides frameworks and formats for each of 8 core functions in a CX Program and is focused on a holistic understanding of how these 8 functions interact.

See publication

Tags: Business Strategy, Customer Experience, Management

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Jeff Sheehan