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Vice President of Customer Intelligence & Enablement
I am a CX change agent who believes great things don't happen in your comfort zone. Through strategic risk-taking, I lead CX transformations that push boundaries and position companies as industry leaders. I look beyond customer satisfaction to operational and financial success, delivering revenue generation, market growth, and cost savings through holistic customer experience leadership.
My career galvanized at Forrester, where I built the Data Insights Innovation practice and launched their flagship CX Index™ product, a world-class tool for CX metrics used by Fortune 1,000 businesses and global enterprises.
Moving to Ultimate Software, I built their CX function from scratch, standing up programs and a 10-person strategy team that positioned Ultimate to beat revenue plans, reaching over $1B within 1.5 years.
Most recently, I unified Ultimate and Kronos CX strategies after their 2020 merger, accelerating revenue growth to $4B+ one year ahead of target. My pioneering CX practices were featured in Jim Tincher's seminal book, Doing B2B Better: Drive Growth Through Game-Changing Customer Experience. And, I was recognized as 2023 CX Leader of the Year, out of a highly competitive pool of 150+ CX executives worldwide.
My approach to CX excellence is centered on three pillars:
Customer-Centric Innovation: Continually evolve to meet market demands using robust analytics, generative AI, and modernized voice-of-customer programs.
Customer Obsession: Measure and design for emotion, resulting in enduring changes in customer behavior that improve revenue and profitability.
Operational Efficiency: Institute scalable, personalized CX processes to improve OSAT, customer confidence, self-sufficiency, and time/cost savings.
Technology
United States
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