Let's be honest...CX work is hard and often lonely. It's easy to burn out or fall into a rut. This amazing community is here to serve you and help you to have the most rewarding career possible. We will challenge, connect, and educate you in every stage of your journey as an experience professional.​Come and find out how we are better together: www.cxaccelerator.com

I’ve spent the last few years leading a crusade of simplicity to redefine the FedEx experience across the globe. Now, I'm bringing that crusade to you and your team.I'll help you, and your team, become more effective in your professional and personal life including: simple branding, simple leadership, simple experiences, simple culture and simple relationship management. My most-requested speech is:SIMPLE brand: Creating Loyal Customers Through a SIMPLE Customer ExperienceThe world is evolving at a rapid pace. Customer expectations have never been higher. And customer loyalty has never been lower.As the world becomes more complex, the brands that are winning prove the one thing that most other brands aren’t – simplicity.Just what are customers looking for in a simple experience, and how can you deliver it? Learn the six key behaviors to immediately turn your customers’ experience around through the SIMPLE Playbook.You’ll learn:- The common mistakes companies make that drive complexity- The true definition of a brand (SPOILER ALERT: it’s not what you think)- How the world’s simplest brands win customer, and employee, loyalty through simple experiences- The 6 key behaviors you can instill in your team today to create SIMPLE experiences that’ll help you win

Do you ever wonder why the top brands are winning? It’s because they provide customers with the one thing that most brands aren’t - simplicity. How can you learn from them and create the same experiences on a smaller budget? The SIMPLE brand podcast will help.Join Matt Lyles, and his guests, as they share tactics, tips and strategies to help your business brand out from the crowd. You’ll learn how to create simple experiences for your customers and your team members through marketing, branding, content, social media, customer experience, leadership, organizational culture, productivity and so much more! Your customers live in a complicated world. Let’s make it SIMPLE. Guests include: Andrew Davis, David Burkus, Dee Ann Turner, Grant Baldwin, Heather Heuman, Melanie Deziel, Ray Edwards, Roger Dooley, Stacey Hanke and many others.

Wow! Talk about a dream job role. As Chief Experience Officer, I got to shape how Brand Builders Group serves its clients so they can better serve the world.

Wow! Talk about a dream job role. I got to teach FedEx team members, agencies and third parties what it means to look and sound like FedEx. And I got to lead some major strategic initiatives to drive the FedEx brand forward.* Led the FedEx brand strategy, overseeing the framework of how FedEx defines, communicates and embeds the FedEx experience for its 500k+ team members. Orchestrated the plan for distributing the content across digital, video, executive communication, presentation, environmental and online and offline learning channels. Purplepromise.fedex.com* Led the brand development and management for all FedEx retail promotions, communications, store signage and store layout. Collaborated with all retail marketing teams and agencies to ensure brand consistency and integration across all channels* Orchestrated a team of over 40 professionals and 4 agencies in planning, launching and managing FedEx Ship&Get®, a self-service retail shipping channel, in test markets* Redesigned the FedEx new customer welcome experience through a customizable digital welcome guide while discontinuing printed welcome kits. Created a savings of over $3.2MM annually with a 109% account activation increase. fedex.com/getstarted* Spearheaded the development and execution of an online brand consulting solution to facilitate a simpler experience for any FedEx teams and agencies submitting materials for brand review* Developed a branded content engine concept to drive consistency and efficiency in content development and create agility for agencies to improve speed to market in creating communications* Initiated the brand development of the FedEx Office store of the future concept. Collaborated with FedEx Office Marketing, retail operations and 2 agencies to launch test locations* Supervised updates of 4 brand guidelines

As program manager/channel chief for the retail alliances I oversaw the strategy, marketing, communications and planning in that channel. I also managed the portfolio and roadmap of planned program enhancements.• Designed and executed a FedEx retail alliances strategy to drive revenue through promotions while improving cost efficiency through automating price changes. The strategy increased same store revenue by over 10% and provided $400k in annual cost savings• Created and managed a cross-functional team of over 15 professionals and 2 agencies that launched an integrated marketing and communications campaign capturing over $5.5 Million in incremental annual revenue opportunities from DHL within a 6-week period• Led 7 professionals and 3 agencies in a FedEx retail alliance experience redesign, including program rebranding and an overhaul of program support tools and interaction.• Coached the FedEx retail alliances marketing team through the process of detailing, prioritizing and transitioning program responsibilities when staff and management were reduced by 50%• Directed 2 FedEx retail alliances corporate relationship managers in their marketing and communications approach and execution, pricing decisions and tradeshow planning• Directed annual business planning and ongoing forecasting for retail alliance channels• Developed 3 agency contacts to team member competency levels for planning how their work affected both the program and the customer experience

I managed FedEx retail alliance relationships for five organizations totaling $50 Million in annual revenue. • Led negotiations with FedEx retail alliance franchise groups to secure over $16 Million in incremental annual revenue. Directed Retail Marketing, Pricing, Solutions and Legal team members in creating the negotiation strategy and contract terms• Developed and managed 4 multi-day alliance hosting events from concept to execution, providing alliance partners a loyalty-building experience and industry networking opportunities• Developed and launched a new retail alliance pricing strategy, resulting in:o Increasing FedEx ground access points by over 25%o Reversing a 16% decline in FedEx Ground business to a 15%+ growth rate

As a process and portfolio manager for the FedEx product development process I helped project teams navigate their way from conception to launch. • Reduced FedEx Product Development project average Planning and Development phase duration by ~25% in one year by applying a flexible consultation approach with project teams• Supervised a cross-functional team of 12 professionals in guiding the FedEx Ground Hold At Location concept through the FedEx product development process. Completed the project 18% earlier than the targeted goal• Trained to be a FedEx Voice of the Customer facilitator. Led multiple project teams through the Voice of the Customer process, ensuring that new service features aligned with customer requirements• Managed a board of over 15 professionals and managers representing major functional areas of FedEx in reviewing and implementing product development process changes

Nominated and selected to a board committee that drove strategy and management of the organization while actively creating and managing a program for supporting local music.• Co-led a team of 21 volunteers to develop and execute Mphasis Music, a concert series to showcase local music; managed talent recruitment, event planning and marketing responsibilities• Received formal Board recognition for outstanding leadership and success for Mphasis Music• Assisted in creating PR and Communications protocol and standards, allowing program managers to take PR ownership while ensuring a consistent approach

Led volunteers in managing all Marketing and PR planning and tactics for Hands On Memphis.• Led a 7-volunteer team in executing a rebranding strategy for Hands On Memphis, including logo and tagline design, position, discussion points for board members and organization leaders, and communication events.

Collaborated with the FedEx Express airline scheduling group to drive efficiency in managing aircraft and flights.• Co-led a team of 7 analysts in developing metrics for the FedEx domestic airline system. Provided analysis to FedEx Express senior management to drive system improvements.• Collaborated with Airline Scheduling in a major pricing exercise meet a customer’s increased freight needs at a lower cost to FedEx. Recommended a solution combining air and ground transportation at strategic locations to save the customer over $700k annually • Led analysis of airline schedule change requests from field engineers. Negotiated these changes with Airline Scheduling and field engineers

• Led strategy, planning and execution as part of 3-member development team that led the nation in sales at Southwest Airlines in the summer of 2000• Initiated market research that produced results pointing to advertising opportunities outside of the local market

Managed AmSouth Bank's corporate relationships of 401(k) and profit sharing plan accounts totaling $20 million in assets.• Created and executed strategies for clients to increase employee participation and overall contribution levels. Strategies included plan enhancements and employee communication campaigns• Managed 6 analysts who provided support and resolutions to AmSouth corporate relationships