Experts

Bob Azman, CCXP

CWT

Vice President Traveler Services America

John Carroll III, CCXP

Global Head of Clients, Ipsos Loyalty

John Carroll III, CCXP, is the Head of Customer Experience for Ipsos Loyalty, the world's leading customer experience, satisfaction and loyalty research and advisory firm with revenue of over $340 million and expert staff in excess of 1,200 located in over 40 countries.  As the Head of Customer Experience, John is responsible for practice development and growth including designing and delivering customer centric transformational change programs with iconic brands and customer experience leaders such as IKEA, Walgreen’s, FedEx, Intercontinental Hotels Group, Shell, and the US Postal Service.

John regularly speaks at major conferences, publishes thought leadership, and is interviewed by the media for expert guidance on all matters relating to customer experience, satisfaction and loyalty with special emphasis on Enterprise Feedback Management and Practical Big Data. SURVEY Magazine named John a Technology Future Leader and John has regularly co-presented with leading customer experience software companies including Medallia, InMoment, and MaritzCX.

Currently based in Chicago, John is a dual citizen of the United States and Ireland has lived and worked in Europe, Asia, and Africa for a total of over 10 years. In the past 18 months alone he has served clients in over a dozen countries including Chile, China, India, Singapore, Japan, New Zealand, United Arab Emirates, U.S., and the U.K.

Prior to Ipsos which he joined in 2003, John gained a broad range of experience helping organizations resolve critical strategic issues while working at McKinsey & Company and Deloitte. John earned an MBA with distinction from the Kellogg School of Management at Northwestern University and a Bachelor of Science in Foreign Service from Georgetown University with certificates in International Business Diplomacy and African Studies. He continues to act as an admissions interviewer for both schools

Tabitha Dunn, CCXP

 Vice President, Customer Experience, Concur Technologies

Tabitha currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score, customer listening program, and the journey mapping center of excellence.

Prior to joining Concur, Tabitha build and led the Customer Insights and developed the CX programs for the Healthcare division of Philips as the Global Director of Customer Experience. With 15+ years of experience in the CX field, Tabitha also serves as a CX Expert with the Customer Experience Professionals Assocation, and is a Certified Customer Experience Professional (CCXP).

Annette Franz, CCXP

 Director, Customer Outcomes, Fidelity Investments

Annette Franz shares her passion for helping companies understand the importance of the employee experience and its role in delivering an exceptional customer experience, as well as how to transform their cultures to ensure the customer is at the center of every conversation, through her blog, CX Journey. She is CEM Certified and is a local networking lead for the Customer Experience Professionals Association (CXPA). She was recently recognized as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and has been recognized by several organizations as a top influencer in Customer Experience. She is CEM Certified and is an active CXPA member, as a CX Expert, CX Mentor, and a SoCal Local Networking Team Lead; she also serves on the Board of Directors.

Lynn Hunsaker, CCXP

 CX ROI Strategist, ClearAction

Lynn Hunsaker’s career in the CX field began in 1991 as chair of a 12-country, 6-division taskforce designing customer satisfaction methodology at Sonoco Products. At Applied Materials she led cross-functional CX transformation as VoC Manager, Customer Satisfaction Improvement Manager, Head of Corporate Quality, and Director of Marketing & Business Development. Lynn taught marketing at UC Berkeley Extension for 5 years and is past president of Silicon Valley AMA. She is a Certified Professional Marketer, Certified Quality Manager, and Certified Practitioner of Myers Briggs Type Indicator. Lynn is recognized by many organizations as a top influencer of customer experience. She is author of 3 handbooks on Amazon, including Innovating Superior Customer Experience, and writes a monthly column on B2B CX. ClearAction’s Customer Experience Excellence online course is CXPA-Authorized Resource & Training for the CCXP exam. ClearAction is a trailblazer in customer experience enablement, aka CX 2.0, with innovations including the CX ROI maturity assessment and building blocks.

Certified Customer Experience Professional, Certified Quality Manager, CXPA Authorized Resource & Training Provider, Professional Certified Marketer, Certified Myers-Briggs Type Indicator Practitioner

Specialties: Actionability, Customer-Centric Culture, Employee Engagement, Organizational Adoption and Accountability, Process Improvement, Closed Loop Processes, Quality Techniques, Metrics, Dashboards, ROI, Strategy, Executive Sponsorship, Innovation, Change Management, Cross-Organizational Collaboration, Team Recognition, Customer Lifetime Value, Business-to- Business Customer Experience, Customer-Focused Communication

Jack MacKey, CCXP

Vice President and Chief Evangelist, SMG (Service Management Group)

Jack is a Founding Member of CXPA. He is passionate about helping companies energize their people to create loyalty-inspiring customer experiences. In his 11 years with SMG, Jack has advised and assisted senior executives from more than 600 companies to implement customer experience measurement, mobile research technologies and Service Profit Chain analysis. Clients seek his expertise on location analytics, omni-channel data collection methodologies, data integrity processes and integrated dashboard reporting of Voice of the Customer data and metrics. He teaches performance improvement strategies at client/industry conferences and is legendary for instilling a spirit of "creative discontent" in his audiences.

Andrew McInnes , CCXP

Director of Sales, MartizCX

Andrew McInnes is Director of Sales at MaritzCX, helping organizations define and execute winning CX strategies through cutting-edge software and in-depth research and consulting services. McInnes joined MaritzCX via Allegiance Software in 2012, where he led product and partner marketing before moving into sales. Prior to that, he spent five years in Forrester’s customer experience research group. As an Analyst, he led Forrester's coverage of voice of customer, voice of employee, and customer journey mapping. He also established the firm's research on voice of customer software. McInnes graduated summa cum laude from Boston University with a degree in History and worked as a US Senate intern and non-profit lobbyist before beginning his career in customer experience.

Jim Rembach

Chief Spokesman, Customer Relationship Metrics

Jim Rembach is a Certified Emotional Intelligence practitioner, Host of the Fast Leader Show podcast, Customer Experience & Employee Experience Expert and loves to help others (connect on LinkedIn).

After several years in retail and contact center operations with companies like AutoZone and Deluxe Financial Services Jim leveraged his experience and analytical skills for clients of Customer Relationship Metrics.

For the past 20 years, Jim has nurtured his servant spirit by giving back and helping various associations, church groups, and individuals.

Jim is a frequent speaker, writer, and presenter and is a sought after creative expert. What others think:

"Few people possess as much knowledge and have as much passion about employee engagement/retention -- and its overarching impact on the customer experience and the enterprise."

"…His past experience in operations builds the credibility that follows with the art and science of capturing the customer's voice…And what's best, he'll help you with actionable tasks to get the job done."

"…Jim is brilliant. He is constantly reminding people to challenge their long-held assumptions and explore new trains of thought…Jim sits on our Board of Advisors and helps us all re-think the content every year, thereby keeping our events at the bleeding edge of the industry."

Jim is an active member on several CXPA committees.

Sarah Simon, CCXP

VoC Consulting, Confirmit

 I’m an architect of action-based customer intelligence solutions and data-driven customer experience strategy. An innovative solution architect, I focus on customer data capture and insights design methodology. I guide clients in understanding why, when and how to listen to the voice of the customer, blending behavioral CRM data with survey sentiment to tell a fuller story of the customer within the context of the customer’s journey. Optimizing the customer experience is the guiding light for all of my efforts, and inspiring people to leverage all this customer intelligence into becoming a better company is particularly fun.

Outside of work I love climbing mountains throughout Colorado and beyond, riding my Harley Davidson, downhill and cross country skiing, traveling off the beaten path, caring for my dogs, cooking and reading obsessively. I hike a section of the Appalachian Trail northbound every year. I have a weakness for wine, music and muscle cars. I’m on fire when I’m engaged in calculated risk-taking, innovating and building things.

 

 

Carol Buehrens

Chief Architect Customer Experience, ICW Group Insurance Companies

With over 25 years of Customer Experience design, marketing, and product management expertise, Carol has a passion for creating end-to-end "WOW" experiences.

Carol leads the Customer Experience strategy for ICW Group Insurance Companies, a winner of the CXPA "2012 CX Innovation Award." Before joining ICW Group, she held leadership positions at several major companies, including Liberty Mutual, Northrop, McDonnell-Douglas, Bechtel, General Electric, and Mercury Marine. With a background in instructional and interface design, Carol has authored over 20 books through McGraw-Hill and multiple software vendors. Carol is also a visiting adjunct professor for California State University, Fullerton.

Erich Dietz

Vice President, Business Solutions, InMoment

Erich Dietz is the Vice President of Business Solutions for InMoment. He has over 15 years of executive experience spanning consulting, business development, and solutions architecture. Erich joined InMoment in 2003 and primarily works with InMoment’s large, complex client organizations within their B2B, B2B2C, and B2C markets. Erich partners with clients to architect and implement CEM/VOC programs that enhance critical business measures including revenue generation, operational efficiency, cross-channel service alignment, customer retention, base management, loyalty, and brand advocacy.

Prior to InMoment, Erich was a Consultant with several global consulting firms. He holds a B.S. in Industrial Engineering from Rutgers School of Engineering, and his grandmother is quoted as once saying. “He’s a lot brighter than he looks, so I’d suggest you keep him around.

Peter Haid, CCXP

Director, TouchPoint Dashboard

Peter has more than 16 years of B2B/B2C experience in the areas of Customer Experience Management (CEM), market research, advisory/consulting services, engineering, operations, M&A, strategic partnerships, performance measurement, and product management.

In recent years Peter earned his practitioner badge by leading two F500 global CX programs. This allowed him to mature his skills in all aspects of CEM, including assessments, strategy, brand alignment, employee engagement, Voice of Customer programs, measurement methodologies, customer insights, market segmentation, personas, journey mapping, process design, text and speech analytics, social strategies, and vendor evaluations.

At Strativity, Peter and his colleagues transform Customer Experience insight into real-world action, offering corporations and brands the tools, training and thought leadership they need to become fully customer centric.

Prior to joining Strativity, Peter was Vice President of Business Lines at E Source – providing research and advisory solutions to the utility industry in North America.

Aimee Lucas, CCXP

Customer Experience Transformist & Vice President, Temkin Group

Aimee has over 15 years of experience improving service delivery and transforming the customer experience through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, and instructional design and training.

Aimee’s research and consulting efforts are dedicated to transforming customer experience within large organizations. She leads the Temkin Group’s research in the areas of employee engagement and B2B customer experience. She regularly speaks at industry events and leads training workshops.

Prior to joining Temkin Group, Aimee implemented the client experience strategy and managed the Voice of the Customer (VoC) program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Her work included planning and managing strategic initiatives and collaborating with cross-functional teams to introduce new-to-company functions and improvements. She also started the firm’s internal market research function.

Aimee is a graduate of the University of Notre Dame with a bachelor’s degree in marketing management. In her free time, she volunteers as a marathon coach for the Leukemia and Lymphoma Society’s Team in Training program.

 

Diane Magers, CCXP

Customer Experience Executive, Insights. Innovation. Impact.

A little about me…
Passionate CX professional and change agent. Sherpa for new and developing customer obsessed leaders. Thought leader and innovator for ways of engaging associates and customers. Spirited entrepreneur. Skilled in business benefits development and systematically embedding CX into an organization. Believe that brands who win choose to focus on human and emotional elements. Develops the hearts and minds of others. Firm executor in the ‘pay it forward’ model. Writer, speaker and artist.

Here to help you with lessons learned on what worked and what didn’t - more formally,…
Diane’s demonstrated leadership abilities helps organizations design and execute strategies to drive customer obsession with targeted business results. Currently with AT&T’s Office of the Customer, she is building and executing programs to drive change in their culture, systematically embed CX, and strategically drive CX innovation.

In 2011, she founded Customer Experience Catalysts, a thought leadership and consultancy practice helping brands identify and optimize their opportunities to engage customers and associates. Clients include VMWare, Honeywell, Blue Cross & Blue Shield and Align Technologies. She developed and led Customer Engagement, Customer Strategy and Business Transformation projects at Sysco including omni-channel design for call center, sales interactions, website, digital platforms for product and business services. She brings nearly 25 years of experience in customer experience and engagement, sales and marketing with complex organizational change management for measurable business results.

Diane Magers holds an M.S. in Clinical Psychology and an MBA. She is a Certified Customer Experience Professional (CCXP), and Promoter Score (NPS), Voice of Customer (VoC) and Customer Experience Management (CEM) certified. Additional affiliations include CXPA (founding member), LUMA Institute, Board member for CXPA Certification and active volunteer for the Autism Society of American, Leukemia and Lymphoma Society and the American Heart Association. She resides in Dallas with her family.

Yvonne Nomizu, CCXP

CEO and Managing Director, Pacific Consulting Group

Ms. Yvonne Nomizu leads PCG's Service Innovation practice which helps clients design customer experiences, develop service enhancements, launch new services, or streamline service delivery. Ms. Nomizu has worked in the service arena for over 30 years as a line manager in the service-intensive businesses of hotels/hospitality, consulting, financial services, and high tech. In her work with government agencies, Ms. Nomizu has leveraged her varied, cross-functional experience in marketing, new product development, consulting, and operations. As a principal with CSC Index, she streamlined customer-critical business processes and restructured organizations in various industries. Her customer service experience also includes five years in the hospitality industry where she was trained in all facets of hotel operations, opened new hotels, conducted consumer research, planned guest services, and streamlined service operations. She was New Products Director at a Johnson & Johnson company, Director of Marketing at Holiday Worldwide, Vice President of New Products at Innoventry (a financial services start-up), and Vice President of Consulting Services at Startups, Inc. (professional and web services). Ms. Nomizu also founded Sakari Consulting, a firm which helps companies build customer loyalty through exceptional products and service. Ms. Nomizu has worked with federal government agencies since 2002, understanding drivers of customer satisfaction, finding creative service improvements, and piloting new service concepts. She was involved in the formulation of a division-wide customer satisfaction strategy at the IRS and subsequently led client teams to successfully reduce cycle time, create more persuasive and succinct communications for customers, and improve the ease of conducting transactions. She holds an AB cum laude from Harvard University and an MBA from the Stanford Graduate School of Business.

Karl E. Sharicz, CCXP

EdM, Principal and Founder, CX Partners

Karl brings over thirty years of skills and experiences gained in high-tech research and manufacturing B2B environments along with proven business acumen. Throughout his career he has served a broad range of roles within marketing, sales, training, and training management—developing internal and external customer relationship skills and building a decided customer-centric focus along the way.  In 2014, Karl founded CX Partners and offers professional services around all aspects of CX on a contract basis to all organizations, particularly those looking to start or advance their journey in the fascinating world of Customer Experience Management.

In his former corporate role within Tyco SimplexGrinnell, a leading fire and life-safety provider doing business throughout North America, Karl led the Customer Experience journey where he and his team focused on driving those elements of customer relationships and experience that increased customer satisfaction, reduced customer churn, increased customer lifetime value and in-turn helped drive service revenues.

Karl is steeped in the Customer Experience Management discipline, including developing a customer-centric cultures; determining the voice of the customer and deriving insights and understanding; fostering organizational adoption and accountability; creating customer experience strategies, designing approaches that will achieve customer experience excellence; and setting up metrics and measurement systems that help drive organizational return on investment.

Through his knowledge of adult education and learning styles plus prior experiences as a director of training, he offers additional skills in developing structured learning environments. During his tenure at Tyco for example, Karl developed the Next Improvement in Customer Experience (NICE) Workshop concept that has been in operation throughout the organization since 2010 and driving new levels of customer focus and customer retention. He has developed certification programs for professional services teams, and was a certified consultative sales trainer and coach.

Karl holds a Master's degree in Education from Boston University. He currently serves on the Board of Directors of the CXPA and also serves on several key CXPA committees. Karl served in past leadership positions within the American Society for Training and Development (ASTD). Karl runs blog called The CX Chronicle http://kesghr.blogspot.com and is well published—the two most recent articles of which appeared within two prominent CEM journals. In addition to his professional CX persona, Karl doubles as a singer-songwriter and musician and has recorded two CDs of his original music.

Jim Tincher, CCXP

Mapper-in-Chief, Heart of the Customer

With a lifelong passion for customer experiences, Jim founded Heart of the Customer to help companies of all sizes increase customer engagement. Before launching the company, Jim led customer engagement initiatives at Best Buy, Gallup and UnitedHealth Group. In the process, he became an expert in using Voice of the Customer research to identify unmet needs, develop new products and improve customer service. His Heart of the Customer journey maps are a powerful tool designed with one simple goal: customer loyalty. Customers ranging from start-ups to Fortune 500 companies use his processes to improve customer-focused results. His fascination with customer experience led him to test himself by becoming a Certified Customer Experience Professional, only the second in the world to earn such a designation.