Me

I bring over two decades of customer experience, design, strategy, product, and implementation expertise to organizations of all shapes and sizes. I am obsessed with helping brands adopt a culture and continuous practice of customer-centric decisions and actions. 

My passion for building and executing winning strategies that create world-class customer experiences are exhibited in successfully designing and engineering solutions that have enhanced customer trust and loyalty.

I serve as a champion for customer-centric thinking inside and outside organizations to influence and drive continuous customer experience improvement. I am focused on nurturing customer advocacy and enhancing employee engagement. I believe bad customer experiences are toxic to our social fabric, so I am dedicated to defining journeys that matter to customers while anticipating their needs and future challenges.

As part of giving back, I mentor the next technologists, founders, marketers, and customer experience leaders who can make the world a better place to live and thrive in this customer capitalism era. 

In 2018, I was recognized with an Impact Award by the Customer Experience Professional Association (CXPA) for my leadership in driving customer experience efforts for Genesys and for contributions to the customer experience practice.

My certifications and memberships:

• Certified Customer Experience Professional (CCXP).
• Certified Service Design.
• Certified Net Promoter System (NPS). 
• Member, Service Design Network.
• Member, Customer Experience Professionals Association (CXPA).
• Founding Member, San Francisco Customer Experience Professionals Association (CXPA).