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Jeff Sheehan

Principal CX Advisor at JS Consulting

Dublin, Ireland

I am a customer experience (CX) practitioner, CX author, and an active member of the global CX community. I am a passionate customer advocate whose work improves operational excellence and profitability, customer intimacy, and growth using pragmatic solutions built on the pillars of strategy, people, process, and technology.

With over 25 years of working directly with customers, my CX experience comes from service delivery, service sales, service management, and advisory management consulting roles. I developed deep skill and expertise in leadership, CX strategic planning, customer service operations, sales, digital technology programs and projects, and the use of customer feedback data analytics. I acquired my depth of knowledge, skills, and accomplishments in customer engagement, working with various employers, solutions, industries, and clients.

I'm an experienced strategic and tactical leader, a thinker, and a doer, with a solid record of delivering significant impact to middle market, SME, and Fortune 1000 organizations building for differentiation, growth, and scale.

In the age of information overload, expertise is not knowing lots of stuff; instead, it’s the ability to sort the useful from the useless, and my approach to CX is action-oriented and pragmatic with a talent for breaking down big, complex projects into sequential plans of action. Being innovative with simplification, organization, and aligning capabilities with customer insights, I am a trusted source of advice and experience with clients working to transform their organization into an agile, efficient, and customer-focused operation.

I received recognition as a Top 50 Global Thought Leader, and Influencer on Customer Experience (November 2020) and a business strategy thought leader (December 2020) by Thinkers360. I am a founding member and Ireland’s Ambassador to the newly formed European CX Organization (ECXO). I'm also a judge of the Business Change or Transformation category in the 2021 European Customer Centricity Awards.

I'm a native of Boston, Massachusetts, now living and working in Dublin, Ireland. My first career was a decade of military service with the US Army as an officer and helicopter pilot, serving in Korea, Germany, Paraguay, and as a United Nations Military Observer in Africa. I am an avid traveler, have lived in 7 US states, Korea, Germany, Morocco, and Ireland, and visited 40 countries and 38 US states. I enjoy fishing, cooking, and family.

Available For: Advising, Authoring, Consulting, 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 Sheehan Points
Academic 0
Author 130
Influencer 4
Speaker 49
Entrepreneur 0
Total 183

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 30.08
Business Strategy 34.57
Change Management
Culture 30.06
Customer Experience 39.02
Design Thinking
Digital Transformation 30.01
Innovation
Leadership 34.21
Management 35.83
Sales
Health and Wellness 30.09
Fintech 30.09

Industry Experience

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

Publications

7 Article/Blogs
Expert commentary: Closing the CX Gap between Customer Expectations and Business Reality
Comm100
March 02, 2022
The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. This article discusses how to manage the gap between what customers expect and what an organization delivers.

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Tags: Business Strategy, Customer Experience, Management

The Scarcity and Abundance Mindset
LinkedIn article
February 22, 2022
I jotted down some thoughts on the scarcity and abundance mindsets. Once you tune yourself into these ideas, you will see them all around you. One of the most challenging aspects of leadership is to convert scarcity thinkers into abundance thinkers.

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Tags: Customer Experience, Leadership, Business Strategy

Building Well Rounded CX Leaders
LinkedIn
December 30, 2021
I highly recommend that C-suite executives invest in this kind of well-rounded CX leader professional development program and build a bench of well-prepared leadership talent to help the organization innovate, compete, and win customer loyalty. It won't cost you six million dollars, but it could help you earn that much and more.

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Tags: Business Strategy, Customer Experience, Leadership

The 7 Jobs of CX Governance
LinkedIn
September 15, 2021
This article is excerpted from the new book Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program, which is available now in your regional Amazon store at http://mybook.to/CXFieldManual

In several studies, CX leaders are saying that one of their most significant obstacles to improving the customer experience is the lack of cooperation across the organization. CX Governance is the strategic task of setting the organization’s overarching CX goals, direction, plans, and accountability frameworks and supporting their execution.

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Tags: Customer Experience, Culture

The 7 Jobs of CX Governance
Engati
August 12, 2021
Engati, 12 AUG, Kimberly Misquitta PLUS CX Governance article, 13 September 2021 https://www.engati.com/cx-community/customer-experience-management

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Tags: Business Strategy, Customer Experience, Management

Are You Customer Centric Just Because You Say So?
Jeff Sheehan
October 27, 2020
This article clarifies what is involved in defining and doing a customer-centric customer experience program.

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Tags: Business Strategy, Customer Experience, Leadership

Three Tiny Words
LinkedIn
February 17, 2017
There is a real psychological impact to each of these three tiny words. We feel that impact as the finely tuned emotional creatures that we are. I encourage you to try them on for size AND see the results you get, BUT don’t take my word for it. YET.

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Tags: Health and Wellness, Leadership, Management

2 Books
50 Books from Thinkers360 Thought Leaders You Should Read in 2022
Thinkers360
June 29, 2022
A list of book recommendation from Thinkers360 member authors.

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Tags: Customer Experience, Management, Leadership

Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program
Boston Business Books
July 13, 2021
This field manual is a CX leader’s practical guide for starting a new, or improving an existing, customer experience management program. Whether you are brand new to a customer experience management role, or a veteran, this book offers you valuable frameworks, ideas, and examples for building your CX program that improves operational efficiency and customer intimacy.

Many CX programs suffer the pitfalls of unclear objectives, piecemeal implementation, and resistance to change causing them to fail to deliver business value.

This is your desktop reference guide offering a well-researched and endorsed holistic approach to customer experience management using 8 core CX functions with chapters detailing how to implement each. Importantly, the concepts in this book can be adapted to any size or type of organization wishing to create or refine its customer experience management program.

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Tags: Customer Experience, Leadership, Business Strategy

1 Keynote
International Speaker at Finland CX event, CEM Day
Futurelab.
October 28, 2021
International Speaker at Finland CX event, CEM Day, 28 October 2021 https://www.futurelab.fi/cem-day-2021/

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Tags: Business Strategy, Customer Experience, Management

1 Media Interview
Shane Schick, 360 Magazine, online edition
360 Magazine
September 08, 2021

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Tags: Business Strategy, Customer Experience, Management

4 Miscellaneouss
mycustomer.com for CX Day 2021
my customer.com
October 04, 2021
mycustomer.com for CX Day 2021 https://www.mycustomer.com/community/blogs/neil-davey/celebrate-cx-day-with-a-free-book-get-yours-now

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Tags: Business Strategy, Customer Experience, Management

100 Business Books that have Influenced 100 Business Owners (Part 12)
Meas・Media
August 18, 2021
Meas・Media, 100 Business Books that have Influenced 100 Business Owners (Part 12), 18 August 2021 // Ciara Ferguson https://www.measmedia.com/100-business-books-that-have-influenced-100-business-owners-part-12/

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Tags: Business Strategy, Customer Experience, Management

Lumoa, Top 10 Must-Read Customer Experience Books, July 1, 2021 // Sofia Ohlson
Lumoa
July 01, 2021
Lumoa, Top 10 Must-Read Customer Experience Books, July 1, 2021 // Sofia Ohlson https://lumoa.me/blog/top-10-must-read-customer-experience-books

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Tags: Business Strategy, Customer Experience, Management

The Year’s Most Popular Books from Thinkers360 Thought Leaders (1H’21)
Thinkers360
June 16, 2021
Thinkers360, The Year’s Most Popular Books from Thinkers360 Thought Leaders (1H’21) https://www.thinkers360.com/the-years-most-popular-books-from-thinkers360-thought-leaders-1h21/

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Tags: Business Strategy, Customer Experience, Management

3 Panels
CX See Why E04 | Traditional vs Neobanks | CX in the Age of Digital Banking
Clootrack
June 21, 2022
One of two members on a panel, hosted by Dan Gingiss and sponsored by Clootrack.

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Tags: Customer Experience, Fintech, Management

CX Panel Discussion, European Customer Centricity Awards 2022 - Webinar - Best Practices for Defining Customer Insights
ARCET Global
April 14, 2022

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Tags: Analytics, Customer Experience, Digital Transformation

CX Day 2021: A Conversation with CX Professionals in Europe, hosted by CXPA
CXPA
October 05, 2021
CX Day 2021: A Conversation with CX Professionals in Europe, hosted by CXPA on 5 October 2021 https://youtu.be/R6FPffLWVzI

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Tags: Business Strategy, Customer Experience, Management

1 Presentation
Five CX Predictions For 2021
Jeff Sheehan
January 11, 2021
This article explains my five predictions for the maturity of customer experience programs in 2021.

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Tags: Business Strategy, Customer Experience, Leadership

1 Quote
10 CX Experts Share Their Secrets on How They Delight Customers
Bonjoro
May 18, 2022

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Tags: Customer Experience

3 Speaking Engagements
Talking CX Podcast with Robin Millyn and Graham Clark, 3-part series
Talking CX podcast
September 22, 2021
Part I - CX Prioritization https://drive.google.com/file/d/1ZzyQmDZReRNBAr8CWAj8mU_-jhIxm9tS/view
Part II - CX Prioritization & ROI https://drive.google.com/file/d/1MyS478ykO_cJMFMUsA1N5HSVRPMIHW_g/view
Part III - ROI and Measurements

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Tags: Business Strategy, Customer Experience, Management

CX Goalkeeper with Gregorio Uglioni
Gregorio Uglioni
September 20, 2021

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Tags: Business Strategy, Customer Experience, Management

The Digital Empathy Lounge is a podcast brought to you by Anthrolytics
Peter Dorrington
August 26, 2021

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Tags: Business Strategy, Customer Experience, Management

8 Webinars
Customer Experience and Digital Transformation by The Digital Transformation Lab at the University College Cork, Ireland
The Digital Transformation Lab at the University College Cork, Ireland
May 18, 2022

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Tags: Customer Experience, Leadership, Management

CXBuzz Interview With Jeff Sheehan, Independent CX Advisor & ECXO Ambassador by Efrat Vulfsons
CX Buzz
August 23, 2021

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Tags: Business Strategy, Customer Experience, Management

Sandsiv, CX punk chat with Federico Cesconi
Sandsiv
August 19, 2021

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Tags: Business Strategy, Customer Experience, Management

All Things Considered CX with Bob Azman, CX of M Radio
Bob Azman
June 28, 2021

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Tags: Business Strategy, Customer Experience, Management

Customer Service Gold Dust Podcast with Gavin Scott
Gavin Scott
June 23, 2021

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Tags: Customer Experience, Leadership, Management

Practical CSM Academy monthly CX training webinar series: May-December 2021
Practical CSM Academy
May 05, 2021
May 18 - Part I: Attention! and Part II: The Mission
June 16 - Part III: CX Leadership
July 21 - Part IV: The Unit: discusses the impact of culture
August 18 - Part V: The Inspection
Sept 15 - Part VI: Gathering Intelligence
Oct 20 - Part VII: War Gaming and Part VIII: The Battle Plan
Nov 17 - Part IX: The Generals
Dec 15 - Part X: Situational Awareness

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Tags: Business Strategy, Customer Experience, Management

Be Customer Led podcast with Bill Staikos
Bill Staikos
April 01, 2021

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Tags: Customer Experience, Leadership, Management

Acefone blog, Phone An Expert: Level Up Your Customer Service Game With Jeff Sheehan
Acefone blog,
January 08, 2021

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Tags: Business Strategy, Customer Experience, Management

1 Workshop
The CX Academy, Masterclass
The CX Academy
September 02, 2021
The CX Academy, Masterclass, Julian Douglas, 02 September 2021 https://us02web.zoom.us/rec/play/-VIVXTWawibgdpSg9oaGMBLEluP-4O-Vzd99zx4hAc6IrMJBpEmbsqKy9apNX7taKcnP4SmBsSBjuu8E.K9wTyRa06zHCESSi?autoplay=true&startTime=1630579567000

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Tags: Business Strategy, Customer Experience, Management

Blog

Opportunities

1 Service
Rapid Assessment of CX Program Effectiveness

Location: USA, Ireland, and Virtual    Date Available: December 31st, 2021     Fees: $5,000 to $12,000 & 2 to 4 weeks, d

Submission Date: November 28th, 2021     Service Type: Service Offered

Is your CX program as impactful with your customers as you think it is? Do your internal KPI and CX metrics tell you one thing, but your customer feedback (especially verbatims) reveal something different?
If so, you may be investing in doing work that customer's do not value. The Rapid Assessment of CX Program Effectiveness provides advice on how to prioritize CX projects with an ROI and improve the customer's experience so they remain your customers.

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Jeff Sheehan