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.
Case Overviews
Recent Clients






Approach
Customer* Insights
- Qualitative Research
- Quantitative Research + Analytics
- Workshops + Co-creation
- Personas
- Mental Models
- Customer Journey Map
- Prototyping
* customers, users and employees
Business Insights
- Stakeholder Interviews
- Workshops + Co-creation
- Competitive Audit
- Ecosystem Map
- Digital Product Audit
- Process Review
- Metrics Review
Strategy
- End-to-End Experience
- Digital Experience
- Experience Principles
- Customer-Business Goals Matrix
- Gaps + Opportunity Prioritization
- Roadmaps
- Measurements
Ideas
WHITEPAPER
The Experience Equation
Using customer experience to turn great brands into good business.
ARTICLE
Mapping the Customer Journey
Uncover new opportunities by mapping the journey from the customer’s perspective.
ARTICLE
Thinking Beyond the Logo: Why CX Matters
Focusing on customer experience can impact your bottom line.
ARTICLE
Does your Company have CX Debt?
Experiences that don’t meet expectations accrue CX debt, moment by moment.