Producing research and providing advice for CX leaders focused on improving their CX measurement strategy and execution. Focus on advanced techniques for connecting customer feedback to operational and financial outcomes to predict customer behavior.

Lead team combining customer feedback, operational insights & analytics identifying opportunities and implementing solutions to improve customer experience• Manage experience strategy for new spinoff brand yielding +28% customer satisfaction (NPS) scores -12% customer churn• Lead cross functional teams mapping journey, & managing process & system experience projects• Implemented quantitative root cause analysis proving direct revenue impacts of customer experience

Lead data science and analytics team transforming voice of customer feedback into actionable insights and financial modeling for global customer experience practice• Created company first multivariate predictive models tying customer feedback to operational metrics and financial impacts• Implemented text analytics platform generating insights from >1M discrete customer feedback surveys annually

Lead insights, definition, & implementation of successful enterprise customer experience improvement programs• Implemented industry first B2B subscription program improved +10% sales, - 16% fallout, -28%, cost, +6% retention, +32% customer satisfaction• Designed and implemented CRM engagement platform generating customer defined improvement opportunities• Outstanding Service Provider award 2018 top 5% employee performance rankings

Customer experience insights, analytics, and relationship management strategy consulting