Customer experience transformation has never been more essential to brand and business success. Achieving this in today’s complex, disruptive world, where customers have more choice than ever before — and even higher expectations for exceptional experiences — begins with keen insights and a solid strategy.
Experience Strategy Leader
With deep expertise in multi-channel CX and digital user experience — and an eye for balancing customer, brand and business goals across complex ecosystems — I develop strategies that transform experiences for financial, technology, professional services and non-profit clients.
- Qualitative Research
- Quantitative Research + Analytics
- Customer Journey Mapping
- Mental Models
Brand and Business Insights
- Stakeholder Interviews
- Competitive Analysis
- Digital Product Audit
- Ecosystem Mapping
- Process Review
- Experience Strategy
- Digital Strategy
- End-to-End Experience
- Cross-channel Experience
The Experience Equation
Using customer experience to turn great brands into good business.
Mapping the Customer Journey
Uncover new opportunities by mapping the journey from the customer’s perspective.
Thinking Beyond the Logo: Why CX Matters
Focusing on customer experience can impact your bottom line.
Does your Company have CX Debt?
Experiences that don’t meet expectations accrue CX debt, moment by moment.