Professional summary

Customer experience expert, emphasizing operational consistency. My teams guide companies in cross-organizational engagement for customer experience innovation (ClearAction) and marketing organization efficiency and effectiveness (Marketing Operations Partners).

♦ Customer Experience ROI Maturity Assessment
♦ Customer Experience ROI Buildin-Blocks System
♦ Customer Experience ROI Enablement Playbooks: Starting, Expanding, Energizing
♦ Customer Experience Journey Mapping Actionability
♦ Annual Business-to-Business Customer Experience Management Best Practices Study
♦ Journey to Marketing Operations Maturity Benchmarking Study
♦ Marketing Operations Maturity Assessment
♦ Marketing Future Forum


Engagement overview

Package of 6 Advice Sessions $3k
Actionability Assessment $5k (any CX program component)
Keynote Speaker $15k (includes domestic travel)
CX ROI Maturity Assessment & Roadmap $19k + up
CX ROI Playbook Deployment $30k-$250k (starting, expanding, or energizing)
Customer Experience Excellence online course $495 (group discounts)
B2B Customer Experience Best Practices report $225
Workshops: Applying VoC Cross-Organizationally $19k + up
Workshops: Customer Experience Excellence Applications $19k + up


• Adobe
• Allegion
• Anritsu
• Applied Materials
• Cisco
• Critical Software
• Deltek
• Direct General Insurance
• FormFactor
• Hootsuite
• Hospira
• Ingersoll Rand
• Kaiser Permanente
• Merck
• Moo
• Ooredoo
• SPG Prints
• SunPower
• Thomson Reuters
• Whataburger
• Zenprise
and others


New rules of innovation include focus on customer jobs instead of features, segmentation by circumstances, measuring success by customers' b... Read more

This is a study of the journey to world-class performance in how business-to-business firms (1) listen to customers, (2) view customers, (3)... Read more

Online course designed for professionals who want to improve relationships with customers, both internal and external. The course contains 6... Read more

Customer experience change management case study at Applied Materials, led by Lynn Hunsaker (see

How This Course Boosts Your Success Myths and truths are called out, to sharpen your deductive reasoning. Topic exploration exercises encour... Read more

Handbook for developing metrics for any type of management goals: customer experience, marketing, operations, finance, HR, and so forth. How... Read more

Definition of customer experience strategy and success factors for customer experience maturity. See

See Contact us at [email protected]

See pages 7 and 14 for ClearAction articles about customer-centric measurements of the customer experience in various customer service chann... Read more

Article from Business Management magazine: ClearAction and Seybold Group discuss the business case for a customer-centric organization. htt... Read more

4 overlooked key competencies in customer experience management for sustainable business results (white paper).