Customer Experience
I first began to focus on CX as an aspect of my professional life while working with Mandarin Oriental Hotels in 2009. As we discussed new digital experiences, our conversation was always broader than the mobile/desktop website experiences (UX). It was about where the guests were in the physical world and what they were doing while booking a room or browsing the hotel amenities while on a mobile device.
Since then, establishing and building internal mind-share about the value of CX has always been a passion topic I enjoy diving into. In the last two organizations, I have been a part of, I have successfully established a CX foothold within the organizations.
PGi - Web Conferencing
At PGi, as an individual contributor, I gained support for the establishment of the CX Program. It was my first dive into space, and I was a one-person CX team that relied on other departments for execution. Nonetheless, we made good progress and successfully gained buy-in from internal partner teams, and impacted change.
CX Use Cases, Competitive Review, and Requirements
The Atlanta Journal-Constitution
At the AJC, I was able to gain support to fund an incremental role on my team, recruit, and hire a CX Manager that has been helping our brand evolve and embrace the importance of the role and the voice of our customers.
