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Executive Director
Together, we can:
• Design service experiences that excite customers
• Develop practices that engage employees
• Deliver stronger business returns through operational excellence improvements
Curious how? Let's connect!
While you’re here, know that a passion for exceptional customer experiences fuels my leadership in service design and quality management. As both an award-winning business consultant and best-selling author, I guide organizations to raise the standard for service excellence. Leveraging a decade in operations management and strategy with customer experience innovators like The Ritz-Carlton, Marriott, and Disney, I apply service science and design thinking to link consumer behavior and employee engagement in ways that drive revenue, drop costs, and deliver quality experiences.
