Erica Kroese, CCXP

I am a Customer Experience (CX) strategist, consultant and CCXP candidate with more than 20 years of experience helping organizations create meaningful customer and employee experiences. Throughout my career, I have worked across sectors including financial services, energy, and healthcare, supporting organizations in translating customer insights into practical improvements and sustainable business results.

My expertise includes CX strategy, customer journey management, Voice of the Customer programs, NPS and customer measurement, service design, organizational change and capability building. I am passionate about connecting customer experience, employee experience and business performance and helping teams turn customer-centric ambitions into everyday practice.

I recently founded Kroese Flow, through which I support organizations with CX transformation, maturity assessments, team development and interim leadership. I enjoy bringing people together around a shared vision and creating momentum that leads to tangible improvements for customers, employees and organizations alike.

I look forward to connecting with fellow CX professionals, sharing experiences, learning from different perspectives and contributing to the CXPA community.