Faculty member for Master's program in Customer Experience ManagementDesigning and teaching the course on Measuring the Customer Experience

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.

Led team responsible for operating customer feedback system and developing insights to improve the customer experience for both guests and hosts • Evolved program from a metric-centric focus on agent performance management to a customer-centric model where insights are more focused on the customer experience • Integrated new video feedback capabilities that brought employees closer to customers and created customer empathy among leaders across the organization • Built and operationalized a closed loop program that has prevented thousands of high value customers from churning through acknowledgement of feedback and service recovery efforts • Influenced a number of process and policy changes that resolved significant customer pain points and improved NPS

• Drove go to market strategy for CX consulting services and developed new offerings that complemented existing software solutions• Created framework and approach for sales force to use to promote full portfolio of CX products and services • Provided strategic Voice of Customer Program guidance to existing clients and prospects • Led CX thought leadership efforts by contributing regular blog articles and representing Verint at a variety of speaking engagements including conferences and webinars

Led Net Promoter Score Program customer insights and analysis for eBay Marketplaces • Played key role in development, implementation, and communication of revamped NPS program- focused on key segments, more statistically robust, and better suited to provide more granular insight to the business • Led efforts to shift focus of NPS team's reporting from quarterly trending of survey results to delivering actionable customer insights that could easily be consumed by senior executives• Collaborated with business leaders to ensure customer insights were factored into annual planning process and led several customer focused analytical initiatives that impacted key commercial decisions • Expanded NPS program to APAC and LATAM markets and developed processes for teams in emerging markets to consume customer feedback and engage directly with customers • Most recently focused on getting the voice of the customer embedded into operational processes across the organization and driving customer centricity by leading effort to get non-customer facing employees to engage with customers

Global sales and marketing consulting firm - one of initial members of firm’s dedicated high tech practice • Managed client relationship and all projects with firm’s largest high tech client - Supported client in multi-year journey of overhauling their Voice of Customer program - Responsible for over 50% of firm’s high tech practice revenue - Increased client revenue each year and doubled the size of practice within two years• Became one of the firm’s subject matter experts in the Voice of Customer space - Helped develop a new VoC offering for firm to promote with both new and existing clients - Developed methodology to calculate the financial value of increasing customer loyalty• Enabled financial services software client to understand total addressable market size and cross-sell opportunities across a large suite of disparate products• Helped global telecommunications client develop processes to enable organization wide transformation from being heavily product focused to becoming more market driven

Sales and marketing consulting for high tech companies• Developed sales coverage expansion strategy for client looking to meet aggressive long-term growth targets • Led benchmark study used by client to justify headcount investment to board of directors• Helped networking manufacturer determine addressable market opportunity by internal segments, regions, and key industries served

Managed $8M sales territory focused on 30+ electrical distributors in Northern California• Achieved 9% sales growth during a recession in which end markets contracted• Increased Eaton market share in the Bay Area by 2%

Responsible for sales of Siemens electrical distribution products within San Francisco Bay Area• Achieved 25% sales growth within first year handling $2M sales territory• Established Siemens presence in a market where share had been last among four major manufacturers

• Created and managed a 4 person team responsible for implementing and operationalizing a new pricing approval process • Reduced average pricing approval process time from 19 days to 2.5 days within 3 months due to structural process changes and streamlined analysis efforts • Conducted comprehensive market analysis efforts in over 40 US markets : simplified pricing vehicles, eliminated un-profitable rebates, established tiered volume-based pricing, and set breakeven sales targets for distributors as needed when pricing adjustments required – led to overall increase in sales and profit margins• Developed analytical tools that allowed pricing team to quickly determine profitability impact of price adjustments• Revamped rebate audit process leading to over $700K in undue credits recovered from channel partners

• Maintained pricing vehicles impacting $250M in annual sales volume across key US markets • Negotiated higher prices on several large projects securing business at better overall margins• Increased overall price realization in these markets by 3%