My passion for customer experience stems from a deep belief that CX professionals have the power to create meaningful change. Every interaction is an opportunity to brighten someone’s day, fostering a ripple effect that extends far beyond the moment.

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I’ve dedicated my career to advancing the CX profession because I believe CX leaders are difference-makers. Having built and led a CX practice at a financial institution, I understand the unique challenges practitioners face. My mission is to equip CX leaders with the tools, strategies, and confidence they need to drive real impact.

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To support this mission, I developed the Trusted Guide Roadmap™ Master Class—an interactive, next-level course designed to provide actionable frameworks that help CX professionals secure executive buy-in and drive meaningful change.

I’m also a contributing author to CX-PRO – Beyond the Basics: Advanced Insights for Customer Experience Professionals, a collection of expertise from CX leaders across industries.

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Beyond my work with EmpoweredCX, I serve as a Professor of Practice at Michigan State University, teaching in the Master of Science in Customer Experience Management (MS-CXM) program—North America’s first degree in CXM.

Prior to founding EmpoweredCX, I led an award-winning CX transformation at Sandy Spring Bank, where our work earned recognition, including:

• Two Time Winner of he CX Innovation Award (CXPA)

• Forbes America's Best Bank

• American Banker’s Best Bank to Work For

As a Certified Customer Experience Professional (CCXP), I have had the privilege of serving on the CXPA Board of Directors and currently host The Delighted Customers Podcast, which ranks among the top 20 Apple Podcasts in Management, with over 100 episodes and 200,000 downloads.

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When I’m not immersed in CX, you’ll find me spending time with my family, tackling home improvement projects, or enjoying a round of golf.