Jennifer Ashman, Ccxp Email and Phone Number
With over 20 years of experience in CX and marketing, I am passionate about helping companies strengthen their competitive advantage by sharpening their focus on the customer. I am also a Professor of Practice at Michigan State University for the Customer Experience Management Master of Science degree program.I have partnered with a variety of organizations to successfully adopt and apply a customer-centric approach across their organization, driving an increase in customer (and employee) engagement, loyalty and revenue. I work together with companies to:➤ Transform businesses – Guide CX vison creation, bring the customer voice to life for leadership teams, collaborate to develop CX practices that drive ROI for internal and external stakeholders➤ Deliver training for growth – Develop customized CX tools and training to drive execution of customer-focused activities within and across departments➤ Co-create experiences – Connect and work with cross-functional teams to design new or enhanced customer experiencesIf your organization is looking to elevate the customer experience to drive growth and profitability, reach out to me at jenniferashmancx@gmail.com. I look forward to being part of your CX journey.Specialties: Customer Experience | Employee Experience | Strategic Vision | Journey Mapping | Design Thinking | User Experience | CX Workshop Facilitation
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PrincipalCx Amplified Llc Aug 2020 - PresentDetroit Metropolitan AreaCX Amplified is a boutique business focused on your customer. We provide consulting, training, and journey mapping services and we’re excited to help you create and amplify an even better customer experience.
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Professor Of PracticeMichigan State University Mar 2023 - PresentLansing, Michigan, United StatesInstructor in the Customer Experience Management Master of Science degree program -
Experience DesignerConsumers Energy Nov 2020 - PresentDetroit Metropolitan Area -
Senior Customer Experience StrategistMrm//Mccann Oct 2017 - May 2020Greater Detroit AreaDrove CX initiatives for more than 10 departments at General Motors to increase customer experience, engagement, and loyalty. Identified and pursued growth opportunities by conducting research, analyzing consumer feedback, facilitating focus groups, and monitoring activity trends. Served as trainer and guide to 30 strategists - demonstrated the effective use of journey maps to positively impact, support, and address user needs.➤ Accomplishments: ◉ Collaborated with GM’s CX team to develop CX Playbook to deliver high-quality and consistent customer experiences across entire organization. ◉ Co-developed comprehensive interview guide to ensure strategists uniformly carry out journey map interviews from introduction to completion.◉ Executed Global Launch of Journey Mapping Software. Prepared for successful rollout by analyzing stakeholder use cases, interviewed vendors, issued RFPs, and implemented pilot in 5 markets. -
Customer Experience ManagerBlue Cross Blue Shield Of Michigan Apr 2013 - Sep 2017Greater Detroit AreaSpearheaded project creation and implementation across company to boost overall customer experience and employee engagement. As part of the team that led CX transformation efforts, improved and optimized existing processes to increase internal productivity and workflow, provide value to consumers, and raise ROI for organization. ➤ Accomplishments:◉ Delivered custom CX presentations and training workshops to 2K+ employees to address common barriers, customer advocacy, and journey mapping. Average score from attendees: 4.8/5◉ Reduced error rate on key customer-facing form 15% by conducting root cause analysis, reimagining form design, and carrying out multiple rounds of user testing. Form used by 3M+ customers.◉ Led “CX Champion” program to mentor, support, and motivate employees on driving positive change. -
Marketing InstructorUniversity Of Michigan Aug 2005 - May 2013Created and introduced marketing course for undergraduate students (Services Marketing) that addressed additional roles for marketing. Updated curriculums for existing classes by including current standards, practices, and trends in retail marketing and business communications. Provided mentorship and support to students regarding career prep and opportunities in marketing field.➤ Accomplishments: ◉ Achieved 100% high-quality rating and earned recognition from Dean of Students.◉ Forged relationship with Kresge Library to create and implement advanced database training to increase students’ competency on utilizing systems to research marketing and consumer insights.◉ Developed Capstone group project for Designing Persuasive Communication course, providing students with portfolio to submit to employers for internships and jobs. -
Dealer Operations Manager For New York Regional OfficeFord Motor Company May 1996 - May 2003Greater New York City AreaPromoted 5Xs - recognized for boosting sales, improving customer satisfaction scores, and developing and executing strategies that exceeded expectations.➤ Accomplishments: ◉ Increased sales 38% by creating regional tire incentive program.◉ Achieved 102% growth rate for retail parts by spearheading initiative to increase sales and customer satisfaction.◉ Provided training on performance and retention strategies for 60+ dealerships along east coast.
Jennifer Ashman, Ccxp Skills
Jennifer Ashman, Ccxp Education Details
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Marketing -
Design Thinking And Innovation -
Marketing (Honors)
Frequently Asked Questions about Jennifer Ashman, Ccxp
What company does Jennifer Ashman, Ccxp work for?
Jennifer Ashman, Ccxp works for Cx Amplified Llc
What is Jennifer Ashman, Ccxp's role at the current company?
Jennifer Ashman, Ccxp's current role is CX Consultant I Certified Customer Experience Professional.
What schools did Jennifer Ashman, Ccxp attend?
Jennifer Ashman, Ccxp attended Penn State University, Harvard Business School Online, Penn State University.
What skills is Jennifer Ashman, Ccxp known for?
Jennifer Ashman, Ccxp has skills like Customer Experience, Employee Engagement, Retail, Training And Development, Sales, Customer Retention, Customer Satisfaction, Automotive, Business Development, Market Research, Business Insights, Process Improvement.
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