About me

Since June of 2007 I've been providing Customer Experience Management and Design assistance (consulting), with Symantec at their leadership levels.

My efforts have included using customer loyalty data and information (qualitative and quantitative), along with organizational expertise to understand, design, prioritize, and differentiate experiences from a customer-centric point of view, as a competitive differentiator for companies moving forward. My Quality background has helped to insure the linkages and integration between customer-centric and process excellence efforts remains strong (i.e. - external customer and internal business results). While at HP I created a patent pending Customer Experience Design capability and have also created additional frameworks, methods, tools and training in this realm.

While at HP I had global responsibility for HP's Customer Experience Management program (CEM), and worked world wide across all business units and geographies. I have over 9 years experience in the Total Customer Experience and Customer Experience Management realms. My primary focus was to build a discipline and culture of "end-to-end" customer experience management and design capabilities to help HP businesses, partners, and customers understand, design, prioritize, and differentiate experiences from a customer-centric point of view. In my 20 + years at HP I also worked extensively at HP in Information Technology, Logistics, and Quality Management and as a master consultant. My management experience is 15+ years. I'm extremely passionate about customers and feel their experience is what is (and will), differentiate companies moving forward