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Jeff Sheehan

Principal CX Advisor at The CX Company

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 SheehanPoints

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Thought Leader Profile

Portfolio Mix

Company Information

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

Areas of Expertise

Business Strategy 32.92
Change Management
Culture 30.07
Customer Experience 33.85
Design Thinking
Digital Transformation
Leadership 31.98

Industry Experience

Consumer Products
Federal & Public Sector
Financial Services & Banking
High Tech & Electronics
Professional Services
Travel & Transportation

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2 Article/Blogs
The 7 Jobs of CX Governance
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

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

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

1 Book
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 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



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Jeff Sheehan