My core belief is that the employee experience drives the customer experience. When teams believe in their purpose, are inspired by their work and enjoy working together, a job becomes a place we want to be.
I have always been a teacher/facilitator and a jack of all trades. Being naturally curious, I pride myself on the gumption to try something new and embrace missteps or falls. To borrow from Ted Lasso, “Be more curious…… You don’t learn from winning.”
Identifying patterns, synthesizing them and creating an improved outcome is a skillset that enables me to bridge strategy, customer service, marketing and operations…. and ultimately improve the customer experience.
Customer Experience Certified Professional, Marketing, Corporate Culture Change, Master Trainer, Inspiring Speaker, Author, Strategy, Labour Relations, Stakeholder Relations, Data Analytics…and more.My
Day 1: May 28, 2025
3:15 pm
CASE STUDY: GenZ and CX
Public Service for a New Generation
Big ideas transform organizations, and our big idea was to understand and engage GenZ like never before!
- Customer Experience for GenZ has to be social; a new medium for speaking
- A tone that relates and connects issues that matter to them and their reality.
- Design the approach vs. the problem using traditional and non-traditional approaches
Day 2: May 28, 2023
