I've had a successful career improving the experiences people have with organizations they interact with, and doing so in a way that is transformational, sustainable, and that positively impacts the organization’s bottom lineI've done this by employing a number of skills such as research, change management, internal and external comms, marketing, branding and digital innovation, to create the kind of organization that delivers on customer centricity across all touch points and realizes its full potential as a differentiator and growth strategy I am especially drawn to challenges in situations where customers may be in a time of need, where any additional friction in their experience just adds more pain to an already difficult situationThis is why my work in health and well-being has been especially rewarding. Ask me about my work improving digital experiences for Multiple Sclerosis patients and for potential residents of low income housing. Or helping seniors through their Medicare selection journeyI’ve led CX improvement workshops for offline interactions such as finding and completing an initial visit at a primary care clinic (it’s where I learned about the surprising importance of gowns and parking)While it’s true customers interact with organizations via a variety of channels and touch points, we often find that a new digital solution – or a re-imagined digital experience – can make a significant impact on customer satisfaction and loyalty. It’s here where my background in researching, defining, leading and delivering digital projects has proved invaluable. I've led a number of projects that have successfully delivered new websites, apps, and tools to customers in both high tech and health care settingsI’ve completely reimagined customer acquisition and retention programs, employing digital strategies for significant revenue growthJust as important, I led the organizational change that supported such digital programs, reimagining positions and helping current employees grow into new roles and expand their careers. Throughout my own career, I’ve been consistently recognized for success in people leadership and development in managerial and mentoring rolesSpecialties: Digital strategy, multi-channel marketing strategy, digital experience, customer experience, brand strategy, positioning, research and analytics, marketing process improvementAnd now, add to that co-owner of a boutique winery, dedicated to transforming the best fruit from select new world vineyards into carefully crafted wines that evoke the Italian lifestyle