CEO & Chief Experience Investigator

• Aug 2009 - Present

Experience Investigators™ specializes in qualitative, human evaluations of the real customer experience through a process called Customer Experience Investigation (CXI®). Our evaluations help drive real action to provide more meaningful experiences for customers and improved results for the companies who serve them. We also provide training, content, and speaking about diverse topics around customer experience for clients and partners throughout the world. Experience Investigators™ specializes in qualitative, human evaluations of the real customer experience through a process called Customer Experience Investigation (CXI®). Our evaluations help drive real action to provide more meaningful experiences for customers and improved results for the companies who serve them. We also provide training, content, and speaking about diverse topics around customer experience for clients and partners throughout the world.

Host

• Dec 2022 - Present

Experience Action is a customer experience podcast, named by CX Network as “one of 11 podcasts to keep your CX game sharp.” Join me as I answer real questions from overwhelmed leaders to turn ideas into ACTION. From company culture to employee experience to customer service, I want to help you demystify the process for enriching the customer experience. Experience Action is a customer experience podcast, named by CX Network as “one of 11 podcasts to keep your CX game sharp.” Join me as I answer real questions from overwhelmed leaders to turn ideas into ACTION. From company culture to employee experience to customer service, I want to help you demystify the process for enriching the customer experience.

Global Customer Experience, Patient Experience Keynote Speaker, Trainer, Workshop Leader

• Jan 2012 - Present

Do you really understand how to see things from your customer's or patient's perspective? My specialty is connecting with audiences to help them emotionally connect with those they serve. It's not as easy as we think and our brains work against us! Using humor, stories and my experience as a customer experience consultant for nearly 20 years, we uncover what's stopping your organization or association from really delivering great experiences. Programs include: MY Patient Experience - How I learned about patient experience through my family's own healthcare journey Micro Moments That Matter - How small moments that are often neglected or overlooked impact the customer journey Creating Your Customer Experience Mission - How and Why An Experience Mission Is Vital to Your Organization Customer Service Is Not What You Think - This program focuses on all the ways your customer service must be part of the entire experience and how to get there Aligning Your Customer Touchpoints - This workshop helps your team get on the same page with what touchpoints work for your customers and which need help, along with how to improve them And more...just ask! Show less

Author and Instructor at LinkedIn Learning

• Nov 2017 - Present

Author of several customer experience courses for LinkedIn Learning. Courses include expert tips and exercises for customer journey mapping, setting the right expectations with marketing, building trust, retooling your sales process, and more. Author of several customer experience courses for LinkedIn Learning. Courses include expert tips and exercises for customer journey mapping, setting the right expectations with marketing, building trust, retooling your sales process, and more.

Past President

• Jul 2022 - Jun 2023

Supported the non-profit Board of Directors for Illinois chapter of National Speakers Association

2021-2022 NSA-IL Chapter President

• Jul 2021 - Jul 2022

Lead non-profit Board of Directors for Illinois chapter of National Speakers Association

Board Member

• Jul 2019 - Jun 2021

Membership Experience chair and President Elect for the Illinois chapter of the National Speakers Association

Podcast Host

• Jul 2018 - Nov 2022

Crack the Customer Code was part of the C-Suite Network Crack the Customer Code was part of the C-Suite Network

Co-Host

• Nov 2014 - Nov 2022

Crack The Customer Code, a "New & Notable" podcast in the iTunes store, explores issues and innovations around customer experience and customer service. Co-host Adam Toporek and I interview leaders from business, healthcare, non-profits and more to learn what works and what doesn't. Find the podcast on iTunes or Stitcher, or wherever you listen to podcasts. Crack The Customer Code, a "New & Notable" podcast in the iTunes store, explores issues and innovations around customer experience and customer service. Co-host Adam Toporek and I interview leaders from business, healthcare, non-profits and more to learn what works and what doesn't. Find the podcast on iTunes or Stitcher, or wherever you listen to podcasts.

Certified CX Workout Advisor

• Jan 2018 - Dec 2021

CX Workout is the world's first SaaS-based software platform that enables true customer co-creation. CX Workout removes the traditional friction associated with co-designing solutions with customers resulting in higher impact innovations in half the time. CX Workout is the world's first SaaS-based software platform that enables true customer co-creation. CX Workout removes the traditional friction associated with co-designing solutions with customers resulting in higher impact innovations in half the time.

Member

• Jun 2013 - Dec 2021

CX Expert Panel Member

• Jan 2018 - Dec 2019

Chicagoland Ambassador

• Feb 2012 - Jul 2019

I organize local events in Chicago for the CXPA. The Customer Experience Professionals Association (CXPA) is a global non-profit organization positioned to guide and enhance the growing field of customer experience management. CXPA brings together like-minded professionals focused on advancing the practice of customer experience management and creating career growth by establishing customer experience management as a recognized and admired professional discipline. As a collective body, we can create a vibrant future for customer experience management. Show less

Local Networking Exchange National Co-Lead

• Feb 2016 - Feb 2019

Work with the CXPA leadership to improve local networking for members through gathering feedback, sharing best practices and providing guidance.

Official Member

• 2018 - 2019

Board Member

• Jun 2010 - Jul 2012

With more than 2500 members on Facebook and Linked In, SMC Chicago is one of the fastest growing chapters.Our monthly events sell out quickly - most months we draw 150-250 people. I help the team secure sponsors, venue, speakers as well as overall planning for the organization. Social Media Club [SMC] is a worldwide organization that serves as a connecting organization for anyone interested in social media. Membership is free and open to all levels, including beginners. Chicago’s SMC chapter presents events that mix socializing, networking and learning. Show less

President

• Feb 1998 - Aug 2009

Oversee current client relationships; develop stategy; consult on customer experience engagements Oversee current client relationships; develop stategy; consult on customer experience engagements

Executive Director

• Aug 2001 - Sep 2005

ChicWIT (Chicago Women. Insights. Technology.) is Illinois' largest professional women's networking group, with more than 10,000 diverse members who connect daily via a free, moderated listserv (no spam!) and various events throughout the year, organized by myself and volunteers. We are part of WorldWIT (www.worldwit.org). ChicWIT (Chicago Women. Insights. Technology.) is Illinois' largest professional women's networking group, with more than 10,000 diverse members who connect daily via a free, moderated listserv (no spam!) and various events throughout the year, organized by myself and volunteers. We are part of WorldWIT (www.worldwit.org).

Account Executive

• Aug 1994 - Jan 1998

Oversaw fundraising campaigns for non-profit organizations, including higher education, healthcare and the arts. Oversaw fundraising campaigns for non-profit organizations, including higher education, healthcare and the arts.