Team of industry professionals advising the JMU College of Business Marketing Department Academic Unit Head and faculty on curriculum, strategy, and industry engagement, and creatingadditional opportunities for students throughmentorship and class projects.

Led the Go-To-Market (GTM) Strategy for Verint’s $34M Customer Experience (CX) & Voice of the Customer (VOC) portfolio, including Web & Mobile, Enterprise CX, and Survey Management. Collaborated with the C-Suite and Product, Sales, Services, Marketing, and Engineering to roll out offerings focused on driving business growth and helping customers succeed in implementing CX strategies using Verint products and best practices.Built new enterprise platform positioning for CX that evolved from selling point solutions to the Verint Open Platform with the Data Hub and Da Vinci AI including 100+ AI-driven bots for real-time outcomes (i.e. increased web containment, digital friction reduction, increased conversion and revenue, operational efficiency and cost reduction, real-time assist, predictive analytics, real-time data insights, etc.).Served as a player coach to Customer Success & Sales helping engage client executives, measure value, secure renewals, drive expansions, and close deals with strategic and at-risk accounts across industries (i.e. Retail, Hospitality, FinSvcs, Healthcare, Public Sector, etc.). Partnered with Product & Services on the rollout of the unified platform consisting of digital, location, predictive, and survey for a modern, industry-leading solution. Worked with Customer Success to convey the business benefits realized from the unified platform to drive customer migration. Led CX Industry Analyst briefings to help maintain market-leading position (i.e. IDC, Ventana, Forrester, Gartner)Keynote Presenter & Speaker at industry conferences including Rueter’s Customer Service & Experience West and Customer Experience Finance Services (CXFS) - Boston.

Led the Omni-channel Customer Experience (CX) Go-to-Market (GTM) Strategy ensuring Qualtrics Sellers, Services, and Partners understood the value realized from implementing all Qualtrics CX platforms and solutions. Leveraged insights from having developed strategies and roadmaps for several of Qualtrics' largest customers to help inform the GTM strategy and content. Created a new maturity framework and prescriptive approach for Sales, Managed Services, and Customer Success to guide customers and prospects on how to build and evolve a holistic CX Program, including when to leverage more advanced AI-powered solutions. Also led many of discussions with companies as a player coach for the Qualtrics teams.Continued to lead the Strategic Consulting Team and serve as the executive on several large, Contact Center-led Omnichannel customer engagements through the first quarter to ensure continuity. Also engaged with customers throughout the year at key points like QBRs and to help address strategic questions, measure value realized, and ensure customer success. Also worked closely with the Analyst Relations and Demand Generation Teams to ensure that the leading CX Industry Analysts at Forrester, Gartner, and IDC and customers and prospects understood the value, and capability of the CX solutions. Served as a key contributor in Analyst conversations and reports and an active thought leader and speaker at industry conferences, Qualtrics' annual conference and regional roadshows, and in webinars with Analysts and customers. Authored eBooks, on-demand training modules, and more.

Led the Strategic Consulting team of prior CX practitioners and users of the Clarabridge and Qualtrics platforms. The team worked with Qualtrics' largest healthcare, FSI, retail, automotive, telecom, and hospitality customers to design an enterprise CX solution strategy with a project and solution roadmap that accelerates value creation. Provided ongoing executive account management and CX Advisory Services to help customers mature their CX programs and leverage the latest technology and industry best practices. Also, continued to collaborate with Qualtrics' senior leadership and Analyst Relations team on strategy sessions, briefings, and evaluative reports for Forrester, Gartner, and IDC.

Established and led the Strategic Consulting team focused on helping prospects and clients take a programmatic, enterprise approach to driving continuous improvement and CX transformation. Worked with companies across industries (i.e. healthcare, financial services, cpg, retail, high tech, etc.) to provide CX Advisory Services and drive strategic executive alignment and to design CX/VOC Programs around a clearly defined vision. Developed a strategy and roadmap to help achieve their desired outcomes such as driving operational efficiencies and cost reduction, increasing revenue and customer loyalty, and managing compliance while mitigating risk. Helped clients drive organizational change associated with creating a customer-centric culture. And most importantly, worked with clients to address the common CX challenge of realizing value by creating a systematic approach to driving continuous insights that helped prioritize where to focus as well as track and measure the effectiveness of actions taken. The Strategic Consulting team also led the strategy and design work for complex programs that leveraged Clarabridge's newer and more advanced capabilities. In support of these engagements, Strategic Consulting partnered with product management, sales, marketing, and services to create consistent GTM positioning and methodologies for the teams to use when deploying programs that leveraged these capabilities. In addition, managed Analyst Relations including evaluations / waves, briefings, inquiries, strategic advisory sessions, input into reports, etc. Engaged regularly with Industry Analysts and the Clarabridge C-Suite on the direction of the CX market and the evolution of Customer Analytics. Clarabridge was the only vendor to be recognized in the four Forrester Waves for CX / VOC Analytics, the only leader in both the CFM & Text Analytics Waves, and a Strong Performer in the Speech Analytics & Social Suites Waves.

Expanded CEM Consulting Team providing advisory services to prospects and customers on program best practices. Responsible for the success management of our larger, strategic customer engagements. Also served as an executive escalation point for customer engagements that were not performing to expectations. Rebuilt the Training & Enablement Team from delivering very customized, in-person sessions to virtual instructor-led courses coupled with onsite immersions and select, on demand courses. Rebuilt team and approach while delivering already committed to sessions without negatively impacting customer satisfaction.Also took over leadership of the Survey function and led the team through documentation of the platform capabilities and processes as well as an approach to enable other team members. The team transitioned to Engineering not long before Clarabridge decided to retire the survey platform. I continued to partner with the team and provide survey design and measurement guidance to customers.

Led a Solutions Marketing team and leveraged experience as a CX practitioner and consultant to define industry best practices, program frameworks, and methodologies to help differentiate Verint. Partnered closely with the Global VP of Customer Analytics to define the market direction and Verint's position. Continued to provide strategic advisory services on CX best practices to prospects and customers. * Directed the Customer Analytics Solutions Marketing Team responsible for Enterprise Feedback Management(survey) Text Analytics, Speech Analytics, and Engagement/Journey Analytics * Helped define and market the new Strategic Consulting Services and overall Professional Services after helping to build the new offerings and methodology * Provided input into the development of the new Engagement Analytics Platform and managed the marketing rollout, Analyst briefings, PR / press interviews, customer presentations, etc. * Owned Customer Analytics Marketing Plan and provided input to the Global Customer Analytics Business Plan and Strategy* Defined the GTM positioning, messaging, and value proposition for Customer Analytics solutions and pitched offerings with Sales* Expanded/managed team creating product positioning, datasheets, customer and sales decks, AR/PR, etc. for new releasesIn both positions, * Delivered briefings to Industry Analysts on our solutions and provided input into their whitepapers * Wrote byline articles, blogs, whitepapers, and advertorials and conducted webinars, participated on panels, and presented at industry conferences * Enabled sales on customer experience/analytics, proposal themes, buyers, industry trends, value proposition, etc. * Presenter at Verint's Driving Innovation Users' Conferences and at industry conferences

Responsible for Verint’s VoCA Services Consulting Team (previously Vovici) and P&L in the Americas:* Directed team of senior consultants with expertise in program management, customer research, CRM, customer data analytics, closed-loop processes, COE and Governance, ROI models, and measurement systems. * Key customers consulted with include Verizon, Robert Half, Oracle, Cisco, CenturyLink, Savvis, Hartford Insurance and more.* Guided customers on enhancements to their CEM, VOC and VOE programs and served as the Principal Consultant on enterprise engagements.* Managed executive escalations for broader Services team * Worked with Sales and Pre-Sales on strategic consulting deals including discovery, proposals, presentations, and SOWs * Created holistic consulting methodology and worked with Solutions Marketing, Sales and Product to develop service offerings focused on customer retention and loyalty as well as VOE

Highlights from the CX Consulting Practice and team I built and managed include:* Led CX / VoC projects for Nextel International, a Wireless Carrier in Latin America, for over two and a half years. Conducted customer research and wants/needs analysis and designed a detailed purchase experience. Developed the customer journey, metrics framework, best practices, current state assessment with maturity model, continuous improvement framework and a future state VoC plan and roadmap across all markets. Worked with operational teams to implement changes throughout the business. Also conducted market-specific VoC / VoE projects (Mexico, Brazil, Chile).* Provided CX / CRM consulting for over a year and a half to the National HQ of the American Red Cross. Developed the first financial donor life cycle framework, extensive donor wants/needs analysis and chapter insights, and stakeholder and donor interviews. Developed recommendations for eCommerce, donor support model, fundraising programs, financial donor acknowledgements, experience design for a new segment, end-state CRM infrastructure, Aprimo and Salesforce.com deployments.* Conducted Mystery Shopping Program for Verizon Wireless as part of overall go-to-market strategy

Established a Consulting practice that included providing turnkey Customer Experience Strategy & Program Management services. Achieved record growth in the first year. Responsible for the Consulting P&L, business development, services delivery and account management. Led team on each engagement as the principal consultant.Led Product Management for Aegis Mobile's new products including a mobile CMS. * Created mobile service offerings, strategies and roadmaps and defined the customer experience unique to mobile devices * Led Product Management for the design, development, and rollout of a new mobile CMS* Managed the soft launch and full deployment of the mobile CMS to companies including Verizon, ReMax, Walden University, Towson University, and othersBuilt the Marketing Team and accomplished the following: * Developed Marketing Plan and provided input into business and product strategy * Re-branded company, built new website, provided customer insights, led AR/PR, created collateral, wrote whitepapers, and built offerings and the go-to-market strategy for the new mobile LOB. * Met with Industry Analysts on emerging technology like mobile apps, CMS, LBS, etc. * Presenter at Mobile and Service Innovation conferences

Led the design of a simplified and open, internet-centric experience for the launch of XOHM, the first 4G mobile network in the country. Responsible for all aspects of defining the experience for customers, partners and employees across all channels as part of the 4G ecosystem. Implemented a greenfield customer experience design reflective of the game changing business model for wireless and exceeded goals on key loyalty metrics. XOHM was a standalone BU of Sprint Nextel that merged with Clearwire in December 2008.Managed team of 12 including CX Program Managers, VOC Analysts, a Measurements Lead, and a Customer Finance Manager with responsibility for customer experience, customer management, customer finance and customer lifecycle marketing. The team was responsible for:* Customer Experience design, implementation and measurement* Customer Lifecycle Programs for on-boarding and retention* Customer Insights and VoC Program* Operational requirements for launch of new Products and Services* Alignment with new Brand Vision and Pillars * On-line Account Management and Self-Service* Customer Billing and Payment capabilities* Third Party Services and Equipment Manufacturer Support Strategy* Customer Finance Support (credit, collections, payment, fraud)

Initially served as Director of Customer Experience over Strategy and Planning for the Consumer side and then became Director of Customer Experience for all of Sprint Nextel managing a team of 10. Managed development of the customer experience strategy, facilitated monthly executive steering committees, and directed cross-functional initiatives. Key accomplishments included:• Developed the Customer Experience Strategy with the new leadership team that included key driver and white space analysis and a focus on simplification of offers, policies, purchase experience, etc. • Identified improvements and directed initial customer experience turnaround projects to overhaul the legacy Sprint Spending Limits Program within aggressive window of 8 months. Improvements contributed to $400M of NPV, 5% decline in overall calls to Care and a 4 pt increase in Care CSAT.• Directed task forces on pricing simplification, network/product expectations, loyalty and issue resolution • Developed the VOC Program with virtual panels and managed the Executive Briefing Center• Created holistic Self-Service Strategy that included the web, WAP, IVR and retail kiosks• Launched new Employee Experience and Executive Frontline Programs with 75% compliance rate

As a founding member of Nextel’s Customer Experience Program, was responsible for developing the strategy, defining program-wide goals and managing cross-functional initiatives that contributed to Nextel’s industry-leading position in Customer Satisfaction and Loyalty. Managed team initially of 3 that expanded to 17 of CX Program Managers, Process Designers and Solution Configuration Managers and accomplished the following:* A CSO initiative to fix order entry through first bill issues. Resulted in 10pt increase of First Bill Accuracy, a company all time high * 11 Quality Action Teams to fix customer dis-satisfiers that exceeded all team goals* Extensive Voice of the Customer research resulting in 36 initiatives to improve customer loyalty * Customer Experience Framework and a guide for teams to operationalize at each touch point * Customer Experience Strategy and Ops Playbook for Wireless Interactive Multimedia Services* Capabilities Roadmap to align new initiatives to customer needs and reduce system redesign* Management of PMO for CRM implementation, Campaign Management and Cross / Up-sell * Leadership of the Marketing integration sub-team for the Sprint acquisition go-to-market strategies on customer policies

Responsible for marketing new product introductions and enhancements by creating market assessments, conducting research, developing requirements, creating GTM plans, and designing collateral. Managed team of 5 Product Marketers. Key accomplishments included:• Launched Spending Limits Pilot resulting in over 15K gross adds in less than three months • Managed GTM launch of self-service solutions and billing changes saving close to $1M / month• Managed cross-functional effort for CA PUC proposed rule changes on pricing, advertising, billing, etc. that included an economic assessment, system enhancements and customer communications. Supported the CMO and Ops VP in their testimony to the CA Commissions Board. • Developed hierarchy strategy, managed price plan migration, launched enhancements to billing and payment products and implemented account management solutions for businesses

Led team of 3 Product Managers responsible for all billing, payment and online account management products. Created the strategy and product plan, analyzed emerging technologies, managed the development life-cycle, and coordinated launch activities. Key accomplishments included:* Drove large, complex billing transformation resulting in significant cost reduction, operational efficiencies, and customer satisfaction. It included Nextel’s first nationwide redesign of the billing statement and enhancements to the billing platform. Improved Customer Satisfaction on bill-related attributes that reached year-to-date highs and reduced specialized billing inquiries by 50%. * Delivered new payment products and a Prepaid Market Overview for launch leading to Boost Mobile* Managed vendor selection, requirements and launch of Nextel’s online account management system * Worked on rapid implementation of cost reduction effort for the COO resulting in over $800K in savings