Founder and President of CX consulting firm duSentio, specializing in transformational customer experience consulting, VOC research program design and software support services.

Reporting into COO, tasked to lead 80+ person US Loyalty group in shift from custom-built software solutions to partner-based SaaS solutions. Initiated and managed strategic re-seller partnerships with leading cloud-based SaaS Enterprise Feedback Management (EFM) and Customer Experience Management (CEM) software firms. Responsible for building new SaaS practice from the ground up, including managing partner relationships externally (from senior executive level to operations and product… Show more Reporting into COO, tasked to lead 80+ person US Loyalty group in shift from custom-built software solutions to partner-based SaaS solutions. Initiated and managed strategic re-seller partnerships with leading cloud-based SaaS Enterprise Feedback Management (EFM) and Customer Experience Management (CEM) software firms. Responsible for building new SaaS practice from the ground up, including managing partner relationships externally (from senior executive level to operations and product design) and internally (from senior leadership to engineering, operations, client service and sales). Key highlights:• Led cross-disciplinary team (creative, product, engineering, marketing) exploring ideas and solutions to ensure new SaaS partners/products met our ‘best practice’ operational/user experience needs and expectations • Developed change management processes, training plans, joint business plans, marketing and sales enablement materials to train/support/empower internal staff (80+ people) and external stakeholders on our new initiative and communicate new SaaS strategy/value proposition• Tracked weekly sales progress, reporting into US and global leadership, offering support/guidance and serving as escalation point to ensure success of all new SaaS engagements • Provided operations, marketing and sales support as key liaison to global group (1,200+ staff) seeking to learn about our new SaaS approach and partners Show less

Building on proven expertise selling and building Retail satisfaction tracking programs and related online reporting systems, accepted role created by Global CEO to serve as a Retail sector hub of knowledge/support and global leader. Supporting and sharing best practices to break through geographic silos globally, key highlights included:• Representing Retail sector in global planning meetings while also coordinating and leading best practices training sessions around the world… Show more Building on proven expertise selling and building Retail satisfaction tracking programs and related online reporting systems, accepted role created by Global CEO to serve as a Retail sector hub of knowledge/support and global leader. Supporting and sharing best practices to break through geographic silos globally, key highlights included:• Representing Retail sector in global planning meetings while also coordinating and leading best practices training sessions around the world, including a global leadership session in Paris and targeted training initiatives in Beijing, Guangzhou and Shenzhen, China• Leading regular monthly/quarterly GRT forum calls, acting as key resource for new Retail leads globally while answering ad hoc requests for assistance/guidance • Managing design, production and distribution of sales enablement and best practice summary materials for peers in markets around the world• Building a central repository of Retail sector sales and marketing materials (proposals, case studies, etc) to enable global peers to build off insights and practices developed from US experience Show less

Key leader in development of online reporting systems, customer satisfaction/loyalty research and change management programs, with the goal of transforming our clients' customer experience. Managing both external clients and multi-disciplinary internal teams (client service, creative, engineering, product development) across multiple accounts, managed clients and teams to drive projects successfully to completion on tight deadlines, delivering world class enterprise-wide customer… Show more Key leader in development of online reporting systems, customer satisfaction/loyalty research and change management programs, with the goal of transforming our clients' customer experience. Managing both external clients and multi-disciplinary internal teams (client service, creative, engineering, product development) across multiple accounts, managed clients and teams to drive projects successfully to completion on tight deadlines, delivering world class enterprise-wide customer satisfaction and loyalty research programs. Typical activities include:o Sales (prospect development, RFP response/proposal development, sales presentations)o End-to-end client and project managemento Research and survey designo Developing and presenting a vision of the user and customer experience to internal and external stakeholderso Wire-framing/prototyping/testing and validating online reporting user experienceso Analyzing datao Developing change management programso Conveying key insights via concise, creative, compelling reports o Presenting results to clients/senior executives clients. Clients hailed from a variety of sectors, but primarily retail, automotive, tech and financial services. Show less

Serving clients in automotive, retail and financial service sectors, led many activities related to enterprise-wide market research projects specializing in customer satisfaction and loyalty.