CX Network was established in 2012 to support professionals working to close this gap by offering content that guides users towards revolutionizing the customer journey.Senior customer experience, service, insight, digital and marketing decision makers around the globe become members of the CX Network to access thought leadership primed to spark creativity and project breakthroughs. Through the Network, members capture practical learning points from peers and industry experts by connecting with them online and at our events.

Responsible for ensuring the needs of our customers are represented across Palo Alto Networks. Responsible for developing compelling stories that convey the synthesized customer insights to various cross-functional stakeholders and teams. - Build a Voice of the Customer (VoC) insights cadence to drive our business strategy.Identify and analyze systemic themes that occur with our customers and build and implement a roadmap on how to address the needs of our customers.-Analyze the insights and identify key business opportunities, product roadmap priorities, and go-to-market strategies.Develop trusted partnerships and collaborate with leaders across the organization to leverage existing ideas and deliver key VOC metrics.-Partner closely with key internal stakeholders, as well as external influencers to drive innovation within the VoC function.-Translate customer insights into product experience and usability improvements.

Responsible for leading a team focused on creating a new VOC pillar in Customer Experience organization to drive specific customer feedback updates, influence workstreams, and unblock customer obstacles. Led a team of Researchers, Program Managers, Developers, and Data Analysts with the mission to amplify the voice of the customer to drive impactful change.- Authored an extensive systems document and designed document outlining the work to build a world class VOC & VOP programs. Amplify the voices of our customers by driving programs across Google Cloud. Actively aimed for collaborative ways of working and sharing of best practices to build connections across Marketing, Google Workspace, Product, and additional teams. Ensured that VOC was connected to the broader Cloud Feedback ecosystem.-Lead complex programs involving stakeholders within and outside of Cloud to address critical businessissues. Uniting teams around a shared vision and organizing work to leverage strengths and interests of the team. Sharing vision and detailed work stream information with varying audiences, from technical engineers to leadership. Able to drive work forward by coming up with innovative solutions to address problems as they arise and keeping stakeholders in the loop about progress and changes.

Responsible for delivering Amazon’s Business first global Voice of the Customer team. Developed the global process, systems, and teams to gather insights, forecasting customer trends, and follow up with customers to improve the Share of Heart. Acting as the customers voice both internally and externally to our shareholders, product owners, customers, and executives - Created an innovative solution using machine learning to capture over 1 billion pieces of feedback, determine its impact to the company, and close the feedback loop with our customers. This mechanism has become the heartbeat of customer’s voice resulting in over 50k uncovered opportunities to improve customer satisfaction and increase revenue.- Responsible for creating two new measurements to better understand the impact of customer across their journey. Customer Impact Score allowing us to create a weighting structure to prioritize impact and the customer journey model used to determine the steps a customer needs to take to Amazon to convent and retain them. This work has allowed us to establish structured metrics to become more proactive in our approach to customer success.-Directing the both internal and external support content to provide the right message, to the right customer, at the right time.

• Established the company’s NPS and CSAT scores for both service and product. Worked to drive company awareness of metrics and the value behind them. Efforts have resulted in these metrics being in the top three measurements we use in making company decisions. • Directed team efforts working with some amazing people to communicate customer insights to all company decision makers including product owners, executives, and board members. •Responsible for creating new industry measurements and machine infrastructure to better understand the “why” of customer feedback called RUF (https://vimeo.com/156428224). This work has allowed us to establish structured metrics out of previously 12 funnels of feedback.

Responsible for overseeing the executive social engagement strategy, social platforms, and support communities across all brands and platforms. Manage a marketing, operations, development, and QA team of 13 people. Coordinate with the PR, Editorial, Marketing, Legal and Production Directors Executives, and Board Members to support the company’s support mission. Held concurrent roles that included responsibility for planning and executing operating plans, managing sale initiatives, and product roadmaps for our mobile environment.

Responsible for a marketing and merchandising team across the company’s multiple online marketing campaigns. Developed and implemented the company’s first strategic online marketing plan for the entire organization including 15 specific network niches sites. Manage P&L, lead technical support, product management, inside sales, product development, market research, manufacturing, pricing, inventory planning and purchasing.- Established corporate communications, branding and public relations program. Managed marketing and sales staff, directed the redesign of the corporate website, logo and collateral materials. Developed and implemented sales forecasting and lead tracking programs. Evaluated and selected company partnerships.-Increased the companies Affiliate network awareness resulting in a 375% increase in revenue.Established methods for increasing sales profitably and drove a 45% increase in revenue in Q4. As a result the company grew from No.165 to a new estimated No.148 on the Internet’s top online retailers list.- Created an innovative membership loyalty program to increase return visitor rate by 20%.Implemented promotional programs in multiple channels and marketing media to raise consumer sell-through of products by 15%.- Responsible for launching a new company analytical provider (Omniture) with instant results of over 70% of increased conversion rate.- Responsible for designing, creating, and maintaining the companies CRM platforms

Managed a team 35 of consultants across intense global, online consulting campaigns. Managed over 20 of the Internet’s top retail companies including Overstock, Target, MTV, VH1, CMT, Comedy Central, Fye.com, and BJ’s Wholesale Club. Developed and communicated marketing plans, creative briefs, product development timelines, senior-management level presentations, and formal recommendations for the client executive team. Ensured all applicable customer insights and online learning were communicated and leveraged globally. Responsible for the pre-sales technology assessment to match clients needs to company solutions Managed a $150MM budget to deliver on all project roadmaps and marketing and product development efforts for all clients resulting in $450MM in combined revenue. Team managed all online roll-outs, across media and creative disciplines, for all retail client product & promotion launches; including all upfront consumer- targeting strategies, customer-messaging strategies, overall online media strategy, creative development and the management of cross-media integration and collaboration. Responsible for ensuring creative, media and overall consumer ‘best practices’ could be rolled out and leveraged worldwide. Contributed to the successful site launches of FYE, DeepDiscount, SamGoody, Suncoast, & MTV in Q4 – beat raw conversion goal by 650%. Analyzed online marketing data and consolidated findings to feed product strategy development. Combined results of behavioral data and survey data for multi-faceted optimization. Directed a development team effort to measure and track results of all product growth, as well as an initiative to develop customer segmentation modeling to identify ideal acquisition opportunities by product.

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Lead a team of marketing managers to reinvent the way Ancestry.com, MyFamily.com & Genealogy.com pursued customers on the Internet. Campaigns included large-scale banner campaigns, increased exposure/acquisition via the online channel, as well as development of a fresh, new approach to digital strategy, and consumer goods with both direct and brand consumer initiatives. -Responsible for all online marketing and results, from initial ROI budgeting to upper-executive presentation of quarterly plans, including: Search, Brand/DR Banner, Email, Online Creative Strategy and Development, and overall Internet Customer Experience. -Promoted to a highly visible marketing position, with responsibility for leading a 35-person product marketing team in three states. Managed a $10M annual marketing budget driving 25% YoY growth resulting is the second world’s largest subscription based company generating over 150MM in increased revenue. -Managed all strategic online relationships/partnerships, ranging from EBay to Yahoo! and Google. In addition, provided initial strategy and ongoing direction to all online creative and media agencies. Worked with print, TV, direct mail, retention and call center teams to build and manage a cohesive consumer experience ‘from click to call.’ -Successfully restructured affiliate marketing program - Lowered customer acquisition costs by 56%. Improved quality of acquired users, by carefully reviewing media structure and optimizing plan based on desired acquisition metric and traffic conversion-quality.