Currently, as Vice President of Client Services at HorizonCX, LLC., I assist organizations improve their operational and financial results through insights from the Voice of the Customer (VOC) andthrough CX training and best practices.
My background includes over 20 years of experience as a sales and services professional in a broad range of disciplines. These include executive management, service operations management, professional services, market research, outside sales, and strategic account management. I'm a skilled manager of people, projects, and resources in the area of customer experience program design, implementation, and improvement.
Leader's Guide to Contact Center Excellence
Plan smarter with this ultimate guide to contact center management and technology. Learn how to reduce agent turnover, win talent, and tap into emerging tech trends. Don't miss: 6 talent and ops strategies.
Customer Success: The North Star for CX Leaders
CustomerThink research finds just 25% of Customer Experience (CX) initiatives can show business value. Explore how Customer Success can be used as a "North Star" to create value for your customers and improve CX ROI.