I help organizations level up their end to end customer experience through a combination of customer understanding, customer journey mapping, voice of the customer measurement, digital transformation of processes and automation of workflows.
Through consistent customer metrics measurement, organizations can create experiences that matter. Organizations can achieve this by baking in experience management from the board level to the shop floor.
Every touchpoint can be a moment of truth and can be measured.
Today in my professional journey I am the Managing Director of a boutique digital agency, Graphic Intuitions, a speaker and an author. Previous to this pivot I served for over a decade as a member of the Executive Team of Flaman Group of Companies an award-winning organization and combining this with previous positions I have over 25 years of executive experience.
My current board work includes serving as Chair of the board for Flaman Fitness Canada, a national retailer; President of Glenora Child Care Society; and Co-Chair of the Marketing Program Advisory Committee for NAIT’s JR Shaw School of Business. Previous notable board work included, a Director for a meal prep internet Startup Mealife and Chair of Lethbridge Housing authority, the third-largest Social housing NGO in Alberta.
Academically, I was an instructor in Project Management at Lethbridge College for seven years. My professional designations include: Certified Sales Professional (CSP), Project Management Professional (PMP), Certified Marketing Specialist (CMS) and (CCXP) Certified Customer Experience Professional with a foundation from a Bachelor of Commerce Honours degree.
I believe leaders are readers and some readers write. As such my first book Thriving in the Customer Age - 8 Key Metrics to Transform your Business Results teaches about the customer journey and provides a guiding framework spanning all stages of the customer experience. The book explains how every metric impacts an organization and how leaders can best utilize each metric to provide a stellar customer experience. Everyone knows the customer is the most important part of a business. This book provides the tools to improve an organization’s customer experience and drastically transform business results.
Recently my blog has been profiled as one of the Top 75 Customer Experience blogs