Led customer experience transformation for many years at Fortune 250 B2B firms. Recognized thought leader, author, speaker, leader, innovator. See more at https://ClearAction.com
Marketing maturity model, assessment, roadmap, playbooks. Ecosystem, strategy, governance, processes, metrics, technology, infrastructure. Organization-wide accountability, alignment, and agility. Designer of Marketing Future Forum and Marketing Maturity Assessment. See http://MOpartners.com
Select metrics that are predictive, actionable, and aligned with strategy. Monitor cause and effect. Link customer experience and financials. Author of Metrics You Can Manage for Success (Amazon), frequent speaker/presenter on actionable metrics, scorecards and dashboards. See https://clearactioncx.com/customer-experience-metrics/
Change management, motivation, shared vision, common language, culture change, recognition, balanced scorecards, knowledge management, cross-functional WIIFM and negotiation, organizational learning. Designed numerous cross-functional collaboration exercises (Marketing Future Forum). Author of Customer Experience Improvement Momentum (Amazon). Head of Global Quality in Fortune 250 firm, successfully influenced (without direct authority) all business units in achieving major annual milestones. See https://clearactioncx.com/customer-experience-collaboration/
Voice of the customer questions, analytics, story-telling, graphics, reporting, closed-loop, 360-degree view of customers, data integration, employee engagement. Stimulate managers to take action that customers will reward. See https://clearactioncx.com/customer-experience-actionability/
Customer experience management models, assessments, best practices, roadmaps, playbooks, coaching. End-to-end. Holistic. Cross-organization. Quit slogging through baby steps and leapfrog norms. See https://clearactioncx.com/customer-experience-maturity/