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Trust, retention, and revenue grew substantially -- along with saving millions in dollars and hours
-- when my team engaged every product line and account team in tweaking their decisions and handoffs to solve pebbles in customers' shoes. I led company-wide customer experience (CX) value growth for 14 years: starting as Voice of the Customer Manager in the Strategic Planning department at Sonoco (packaging), and in the Corporate Quality department at Applied Materials (semiconductor).
Rising to Head of Global Quality in a short time, I influenced HR, Finance, Marketing, and so on to embed CX criteria in numerous processes and policies. This shaped customer-centric culture and top-tier CX maturity within 18 months after I was hired.
Since then, I've taught 25 graduate and undergraduate courses at UC Berkeley and UC Santa Cruz Extensions, San Jose State University, and Mission College. I was the first CXPA-Recognized Training Provider for an online certification course, and the first in the world to benchmark marketing operations practices, and also first ever to benchmark global B2B CX practices.
At CustomerThink.com, I've been a top author since 2008, and I've enjoyed serving on the boards of the Customer Experience Professionals Association, Silicon Valley American Marketing Association, and the Bay Area Association of Psychological Type.
At ClearAction Continuum, experience management professionals in 50+ countries benefit from my self-paced e-consulting: Masterminds, Value Exchange, and more.
With these certifications — MBA at Vanderbilt, Certified Marketing Professional, Certified Quality Manager, California Certified Teacher, Myers-Briggs Type Indicator Practitioner, Certified Customer Experience Professional, and more —