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
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