About

Building on over 25 years of customer experience, contact center leadership and global operations management, I’m writing the next chapter of my career in the forming of Innovative CX Solutions. I focus on highly personalized, in-depth analysis of your operations to improve your overall customer experience. I’m not a career consultant. I practice what I preach. As a practitioner. As an educator, As a corporate executive. As a board member. Each role has given me a unique perspective in how to approach customer experience.

And we aren’t like everybody else. I seek to forge the path rather than follow it. I seek to create rather than maintain. Our approach is customized to where you are at in your journey not where we think you should be.

My experience includes leading customer experience and global operations in different functional roles across a variety of industries.

I also am active in the CX profession being on the board of the CXPA, current Vice-Chairperson working with the executive team to build a strong, active professional association. I am an Adjunct Professor in the University Of Minnesota Carlson School Of Management’s Supply Chain and Operations Management department teaching Global and Service Operations Strategy and Management at the undergraduate and MBA levels. I am a Senior Lecturer in the Customer Experience Management Program at Rutgers University as well as a guest lecturer in the MBA program at the University Of St. Thomas Opus School Of Business.

I am a frequent speaker on the subject of developing effective customer experience and service strategies at industry forums and conferences where he receives top ratings on his interactive approach and unique ability to combine academic principles with real life experiences.