Customer-Centricity

How Customer-Centric is your company?
We start with a scorecard to answer that question and identify ways to advance your focus on the customer.
Then, we work together to design, deliver and measure the Customer Experience (CX).
Whether you are starting from scratch and need a fractional Chief Customer Officer (CCO) or if you simply need to augment your staff through individual projects, CustomerConneCX is here to help.

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DESIGN

Insight-Driven Strategy Development and Facilitation
Great experiences start with great understanding. I use qualitative and quantitative research to uncover what matters most to your customers, then translate that insight into focused, strategic direction.

Services include:

  • Consumer research (interviews, surveys, focus groups)
  • Brand and CX strategy roadmaps
  • Facilitated workshops and team alignment
    Outcome: Clear insights, validated strategies, and aligned cross-functional teams

DELIVER

Customer Experience Activation and Training Support
Strategy is only valuable when it leads to action. I help teams bring CX and brand strategy to life through coordinated rollout, training, and internal engagement, anchored in a brand-centric approach.

Services include:

  • Journey mapping and persona development
  • Messaging, content strategy, and rollout plans
  • Internal training, enablement, and playbooks
    Outcome: Seamless execution, team readiness, and brand consistency

MEASURE

Analytics, Evaluation, and Continuous Improvement
Knowing what works, and what doesn’t, is critical. I design custom performance frameworks that deliver insight and accountability, empowering smarter data-driven decision making.

Services include:

  • Customer feedback and performance analysis
  • KPI frameworks and custom dashboards
  • Campaign and program effectiveness reviews
    Outcome: Data you can use, with reporting that drives action

Chief Executive Officer

Know with confidence your CX strategy aligns with growth priorities.

Chief Marketing Officer

Ensure CX and brand strategy investments lead to measurable outcomes.

Corporate Researcher

Turn insights into action, unlocking growth with customer-driven understanding.

Chief Operating Officer

Operationalize CX strategy with systems, tools, and team behaviors that scale.

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Full-Spectrum CX Expertise
End-to-end customer experience strategy, from design to rollout to impact measurement.

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Brand-Centric Approach
Tailored strategies that reflect your brand’s unique values, position, and long-term vision.

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Data-Driven Decision Making
Grounded in research and analytics to support business growth and reduce uncertainty.

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Proven Leadership & Experience
Led by a 20-year business leader in marketing and strategy across industries including retail, healthcare, and CPG.

© 2025 Customer ConneCX