I’m endlessly interested in the intersection of technology, communication, relationships and people. Customer experience is a blend of these four things. I moved to New York City when I was 21 to intern at a magazine and follow in the footsteps of Carrie Bradshaw, but fell into customer experience instead. I had the opportunity to help build out the category and create the language for what we know customer experience to be today.
I was naturally attracted to customer experience because I saw a huge gap in the marketplace for ideas on how to make customers feel good so they come back.
When I started in this business there was customer service, marketing and sales…but no one was talking about “customer experience” in a serious way.
Customer loyalty died recently during COVID. Companies had to create a more digital customer experience in a short amount of time – meeting the customer where they were, creating a more compelling experience around the product. And there’s no going backwards.
Making customers feel great IS an important business strategy and companies still struggle to do this well. It is no longer simply nice to have, the only way to differentiate a business today is to compete on experience. I believe in the power of technology to help you do that.
I have been studying customer experience for over 15 years, and I’ve flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.
I’ve been a senior level customer service executive at a Fortune 100 company, but what I loved most of all was bringing my message of customer-centricity to audiences whether that’s through my keynote speeches or my content. Along the way I had two amazing kids with my husband Jacob who I met at a customer relationship management conference twelve years ago.