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Customer experience strategy, culture and metrics expert, emphasizing prevention of customers' hassles -- for sustained CX ROI.

My teams guide companies in cross-organizational engagement for:
1) Customer experience ROI strategy (ClearAction)
2) Marketing organization efficiency and effectiveness (Marketing Operations Partners)
3) Silo-bridging (Marketing Future Forum)

During the many years that I managed customer experience transformation and marketing at Fortune 250 firms Sonoco (packaging) and Applied Materials (semiconductor), my roles were: Head of Corporate Quality, Director of Marketing/Business Development, Director of Marketing Communications, Voice of the Customer Manager, Market Research Consultant, Strategic Information Manager, Customer Satisfaction Improvement Manager.

Author of Customer Experience Excellence course certified by CXPA (CCXP exam prep course)

#1 author on CustomerThink
CXPA CX Expert Panel
CXPA Certified Customer Experience Professional (CCXP)
CustomerThink Featured Columnist (1 of 12)
Top Influencer lists for customer experience (SAP, Satmetrix, Mindtouch, GlobalGurus, TandemSeven, CustomerGuru, vCare, Nanorep, Frontleaf, Amity, Bizible, Onalytica)
ClearAction is a Founding Corporate Member of CXPA
CXPA Extra Mile Award
CXPA Instructor, Customer Journey Mapping live online course 2016
CXPA Co-Chair, CX Day Social Media Committee 2016
CXPA Co-Chair, Innovation Awards Committee 2015
CXPA Co-Chair, CX Day Online Events, 2014-2015
Contributor of 3 CX Tools to CXPA

Author (Amazon Kindle*):
Customer Experience Improvement Momentum*
Metrics You Can Manage for Success*
Innovating Superior Customer Experience*
B2B Customer Experience Management Best Practices Study*
Journey to Marketing Ops Maturity Study

Join the B2B Customer Experience Management LinkedIn Group
Follow ClearAction on LinkedIn

CX Coaching: http:/

You can read my career history in the "Introduce Yourself" discussion thread on this community site

Professional Associations

Customer Value Creation International
2014 - Present

Bay Area Association for Psychological Type
2005 - Present

American Marketing Association
1992 - Present

Honors and Awards

Certified Customer Experience Professional

Certified Practitioner of Myers Briggs Type Indicator

Certified Quality Manager
ASQ (CQM aka 6Sigma Belt)

Professional Certified Marketer