I help some of the world’s most recognized brands translate their brand vision into differentiated customer experiences that enhance brand reputation. Through the implementation of experience design and operational improvement initiatives, companies with which I engage realize increased customer retention and loyalty, which translates directly into market share and revenue growth. Leveraging emerging technologies and advanced analytics to accelerate the capture and analysis of consumer insights, I lead the delivery of solutions that enable companies to better understand their performance and improve faster.Producing customer experiences that create brand loyalty and repeat visits requires not only a thoughtful design but a deep understanding of organizational dynamics - balancing company culture, operating processes, and relevant consumer insights. I am a firm believer in a servant leadership style and—per the Service Profit Chain—that a high quality and engaging employee experience is the foundation for making an organization’s desired customer experience a reality. My forte is navigating and shaping these factors into strategies that deliver meaningful, profitable outcomes. In my career, I have guided design, development, and implementation of market research, UX research, strategic roadmaps, brand standards, service culture, quality assurance, and training programs for such companies as American Express, The Ritz-Carlton, Meta, the NFL, Chick-fil-A, as well as 9 of the top 10 largest hotel companies in the world. Passionate about working within diverse cultures, my experience leading strategic engagements in Europe, the Middle East, and Asia enables me to both embed universal service concepts as well as unique, locally based perspectives into effective, culturally appropriate solutions.Beginning my career in luxury hotel operations, I learned that a strong service culture and a meticulous focus on operational execution set the stage for transformational customer experiences. I have brought this approach to my work with some of the world’s best-known companies.In my current position, I often serve as a subject matter expert at events and large-scale pursuits. Speaking engagements include the Customer Experience Summit (Chairman), the National Retail Federation, the Cornell Center for Hospitality Research, Hotel Quality Leadership Forum (Host), and the Medallia Experience Conference.
Listed skills include Leadership, Customer Experience, Team Building, Brand Activation, and 45 others.
