Customer experience transformation has never been more essential to 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 deep insights and a solid strategy.
Experience Strategy Leader
With expertise in multi-channel CX and digital product experience — and an eye for balancing customer, brand and business goals across complex ecosystems — I develop strategies that transform product and service experiences for financial, technology and non-profit clients.
- Qualitative Research
- Quantitative Research + Analytics
- Customer Journey Mapping
- Mental Models
* consumers, users and employees
Brand and Business Insights
- Stakeholder Interviews
- Workshops + Co-creation
- Competitive Audit
- Digital Product Audit
- Ecosystem Mapping
- Process Review
- End-to-End Experience Strategy
- Digital Product Strategy
- Experience Principles
- Customer / Business Goals Matrix
- Opportunity Prioritization
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.