I’m an American national with nearly 30 years in the Customer Contact industry.
For the past 19 years I’ve facilitated workshops with corporate & governmental clients around the world to help & inspire people to deliver better Customer experiences.
Because I have mastery in both the Contact Centre discipline and the Customer Experience discipline, I’m able to help people develop expertise across both of these uniquely different ecosystems.
Among other credentials I am one of six people in the world who has earned the ‘Recognized Training Provider’ status from the Customer Experience Professionals Association (CXPA). We help folks master the 6 CX competencies as well as prepare for the rigorous CCXP Exam.
In addition, I’m a Certified Customer Experience Professional (CCXP), an ICMI Certified Associate, Net Promoter Certified (OwenCX), a Call Centre Industry Advisory Council Training Partner and author or co-author of more than 25 formal workshop programs as well as many customized talks & speeches.
My company has also conducted 20 years of Mystery Shopper & qualitative research around the world.
But my most important credential is what Clients & Participants say. We’ve received thousands of testimonials – hundreds of which can be viewed on our website and also on LinkedIn.
I’m always on a stage or in a classroom. I’ve been fortunate to have worked in more than 40 countries and continue to travel regularly from my home in Germany.
The hallmarks of my facilitation are expertise, practicality and humor with lots of real world stories earned from working with so many Clients across so many industries and countries.
By education I’m an accountant and by earlier work experience I was VP, Contact Centre Operations in both the US and Asia.
And I continue to write regular blog posts because I believe that’s what industry professionals do.
After 20 years living in Asia, I relocated to beautiful Rheingau Germany in 2018.