Extraordinary Experiences

Customer-centric 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 CX strategy.

Strategy Leadership

With expertise in multi-channel CX and digital product experience — and success in prioritizing customer, brand and business value across complex ecosystems — I lead cross-disciplinary teams in developing actionable strategies that re-envision product and service experiences.

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Case Overviews

Experience Strategy for a Digital Transformation

A major financial institution was looking to transition wealth management customers from an advisor-based relationship to a digital-only advice and account access model. This transition posed great challenges and opportunities for maintaining and deepening relationships with customers, both existing and new. After mapping the current-state customer journey across channels, we developed an 18-month strategic plan to nurture onboarding, increase digital engagement and drive transaction volume.

CX Strategy to Align a Siloed Organization around the Customer

For Teach for America, a national non-profit looking to align 50+ regional branches around a single brand promise and CX vision, we involved executive stakeholders from across the organization early and often. We included them in insight-gathering, needs assessment, planning sessions and customer journey mapping. Getting them invested in the process and the results paved the way for their endorsement of our CX strategy and, later, for establishing an organization-wide CX steering committee.

Experience Strategy to Deliver on a Brand Promise

For an innovative fintech struggling to compete for top-tier tech talent, we dug deep into the candidate journey and found that campus recruiting wasn’t attracting premiere candidates—or living up to the brand. The team prioritized an on-campus career fair experience. From an interactive iPad quiz to an immersive VR experience explaining their brand story, the experience signaled the company’s commitment to cutting-edge tech. The result: 45% increase in applications and six-digit cost savings from reducing printed materials.

CX Strategy to Deepen Relationships

A global insurance company wanted to strengthen relationships with broker intermediaries to drive sales. After mapping broker and consumer journeys to identify gaps and opportunities, we weighed brand goals and organizational initiatives already underway. Our strategic plan was comprehensive, so when improvements with a heavier technology or operational lift were earmarked for later, they were not lost. The result: a shortlist of priority comms to create immediately and distribute via an updated system.