Karyn Furstman, Ccx, Ccxp, Xmp Email & Phone Number

Kirkland, WA, US

As an accomplished Chief Experience Officer and expert CX coach, I empower CX leaders to rapidly accelerate the success of their programs. I help organizations develop a clear CX strategy and roadmap, build high-performing teams, drive organizational alignment, and overcome roadblocks. I help jumpstart programs by building strong CX teams and establishing.

Boston, MA, US

Boston, MA, US

Independent Advisor of @NPSx NPSx℠, powered by Bain & Company. NPSx sets a new standard in customer experience with world-class tools, technologies, and training to bring together the best of Bain's customer-first thinking, packaged in a simple and accessible way.

San Francisco, CA, US

Chiefly & Co. is a collective of fractional C-level experts accelerating sustainability for companies driven to do well while doing good. We believe in responsible business excellence as a force for good and we use our domain expertise to deliver sustainable and profitable impact in the real world of today’s modern business environments.

The Summercamp Network is a collection of senior leaders with expertise guiding organizations through startup challenges, scale, growth, and mergers and acquisitions. These leaders are available to provide you with fractional support whether it’s a short-term need or long-term relationship.

Melville, New York, US

Responsible for building Go-to-Market (GTM) strategy & positioning for the $40M Experience Management (XM) portfolio. Built new product offerings for key use cases, enabled sales and service teams. Improved market position while generating qualified leads with C-suite executives. Defined strategy for competitive advantage and value creation for customers.

Copenhagen, DK

Designit, a Wipro Company. Previously RationalCX acquired by Wipro. Responsible for defining and building CX strategy and solutions offerings. Lead delivery of CX services across existing and prospective customers. Leads Designit's CX Strategy & Solutions Practice including CX Management, Research & Insights, and Brand Strategy Disciplines.

Provo, UT And Seattle, WA, US

Guided development of future XM product strategy. Supported sales organization and customer adoption of Qualtrics XM platform through CX program design and execution.

San Francisco, CA, US

One-year consulting agreement. Built and scaled initial Salesforce partnership for SaaS B2B Targeting Intelligence company. Created loyalty, led sales enablement programs, and generated referrals from Salesforce reps, while accelerating pipeline.

Boston, MA, US

• Defined customer experience vision, strategy, and roadmap within proven framework for Independent Agents and Customers. Implemented net promoter methodology (NPS), customer journey lifecycle, defined moments of truth.
• Improved and sustained increase in agent loyalty. Surpassed new business goals while managing retention.
• Directed Lean transformation resulting in productivity gains through frontline engagement techniques and end-to-end process redesign. Used methodology to teach problem solving and value stream thinking at all levels of.
• Led agent and employee training which improved employee engagement by four points while increasing capacity of trainers.

New York, NY, US

JPMC (2008-2009): Led Marketing, Communications and Digital roadmap for Washington Mutual customers into Chase platform. Served as marketing transition executive to lead customer conversion communications for 21,000,000 accounts. Washington Mutual (2002-2008) - Chief Experience Officer for Retail Bank. Defined Customer Experience vision and strategy.

Charlotte, NC, US

Held various marketing, product and operational excellence positions in Retail, Small Business and Commercial Banking. Led Customer Relationship Management (CRM) national program for sakes and service platform. Six Sigma certified.

New York, NY, US

Clients: Washington Mutual, Domino's Pizza.

New York, NY, US

Client: LA Fitness Health Clubs

New York, NY, US

Clients: Sea World Parks, Merle Norman Cosmetics, Western Airlines, New Business Development

Bachelor'S Degree, Communications, Business

Pacific Coast Banking School

Advanced Marketing Studies