Extraordinary Experiences

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 bridging multi-channel customer experience and digital user experience — and an eye for balancing customer, brand and business goals across complex ecosystems — I have successfully helped financial, technology, professional services and non-profit clients transform and innovate experiences for 15+ years.

Approach

Customer Insight
  • Qualitative Research
  • Quantitative Research + Analytics
  • Customer Journey Mapping
  • Personas 
Brand and Business
  • Stakeholder Interviews + Workhops
  • Competitive Analysis
  • Digital Product Audit
  • Ecosystem Mapping
  • Process Review
Strategy
  • Experience Strategy 
  • Digital Strategy
  • End-to-End Journeys
  • Roadmaps

Case Overviews

Recent Clients

ARTICLE
Mapping the Customer Journey

Uncover new opportunities by mapping the journey from the customer’s perspective.

ARTICLE
Customer Experience Debt

Experiences that don’t meet expectations accrue CX debt, moment by moment.

WHITEPAPER
The CX Equation

How to use customer experience to turn great brands into good business.

Contact

Location

New York, NY