Core Competencies

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• Customer driver studies
• Journey mapping
• NPS 
• Segmentation
• Focus groups & qualitative research
• Marketing research
• Advisory panels
• Gap analysis
• Secret shopping
• Surveys & quantitative research
• Ethnography
• Compliance audits
• User experience studies
• Sentiment analysis  

Advanced Customer Experience Strategy (ACES) which focuses on these CX financial outcomes:

• SWITCH TO YOU  |  Improve New Customer Acquisition
• LOVE YOU & RECOMMEND YOU  |  Increase NPS
• STAY WITH YOU LONGER  |  Grow Customer Life-time Value
• SPEND MORE WITH YOU  |  Increase Budget Allocation & Average Transaction Size
• SELL MORE TO YOU  |  Gain Wallet Share 
• DEFEND OR INCREASE YOUR PRICE  |  Increase Gross Profit per Unit

Choosing the right platforms can be difficult and expensive. Make the right decisions in the short and long-term because everyone knows how painful migrating to a new system will be:

• Big CX system or targeted approach
• Analytics
• Integrations
• Pricing considerations & negotiations

• Accelerators
• Sprints
• Experiential Trainings
• Topic-based Lunch-in-Learns

• Projecting total CX ROI and individual growth KPI"s (as outlined in Strategy, above)
• Preparing budgets for each phase of scaling CX
• Using and perfecting the right metrics at the right time, as well as the proper use of each

Analyze the business to identify areas of improvement, in order to tailored plans to unlock the full potential of your talent-base:

• Candidate Experience
• Employee Experience
• Candidate Testing & Hiring Alignment
• Training & Development
• Metrics
• Compensation
• Culture Barriers

• Identify job requirements & build job descriptions
• Recruit teams from frontline to leadership to start and manage CX
• Interview, Recommendations & Negotiations

Unfortunately, I cannot deliver un-paid speaking engagements.