Why I Launched DoingCXRight®
I care about authenticity and driving real connections as that’s how happiness spreads. We need more companies leading with a heart like Zappos, Starbucks, and Trader Joes. It’s in our control to HUMANIZE BUSINESS, and so I’m passionate to help brands attain a competitive edge by DoingCXRIght as that results in people (employees and customers) achieving higher satisfaction. It’s a win-win. Be a change agent. Let me guide you the way through proven techniques.
My Professional Background
Over the past 20 years, I’ve worked in all size companies and advertising agencies leading sales and digital marketing. In 2013, my professional path changed due to an unexpected reorganization while I was working at Verizon. I became responsible for customer experience initiatives and increasing NPS scores. I quickly learned and applied CX best practices, tools and methodologies to achieve goals that later resulted in my promotion.
Reflecting back, Verizon’s reorganization was a blessing in disguise. I fell in love with the science and art of CX. The psychological aspects, as well as the ability to improve lives from delivering authentic experiences, energize me.
I’ve stayed in the field and elevated my career in 2018 upon joining a Global corporation, Schindler Elevator as Head of Customer Experience, North America Division. I’ve been building and leading a talented team who partners with front line employees (60 sales branches) to deliver customer excellence. It’s a rewarding job, as together, we’ve achieved record-breaking Net Promoter Scores, +6% growth Y/Y and $2Billion portfolio protection.
More About Me
- Blogging about ways to improve human experiences
- Featured in Forbes, Customer Think, Medium. Thrive Global, and Today show.
- Enjoying Speaking and Podcasting. Listen to Episodes
- Advising universities on launching CX programs. Founding Board Member
- Judging at prestigious CX events. i.e. North America Customer Centricity Awards
- Celebrating recognition i.e. CXPA Impact Award + MyCustomer Leader of Year Finalist and Human Factors International Leader of the Month
On A Personal Note
I’m a Mom of two fabulous kids and a Schnoodle dog. Actively involved in Ellevate Women’s Network & launched a LinkedIn community “Women Leaders Making a Difference” (430+ members and growing). I’ve been learning about a plant-based lifestyle having watched Netflix’s show, “Game changers. (Check out my new Instagram featuring healthy recipes: StacysNotes.) Increasing my skills daily via audiobooks and Ted Talks. I’m a big Simon Sinek fan.
Education & Certifications* (I’m a life long learner):
✔︎MBA, Marketing – Fairleigh Dickinson ✔︎BSBA Marketing- American University ✔︎ Net Promoter System (NPS) – Owen ✔︎ Customer Experience (CX) – Rutgers ✔︎ Big Data – Rutgers ✔︎ Customer-Centric Management & Design Thinking – Rutgers ✔︎ Usability Analyst (CUA) – Human Factors (HFI) ✔︎ Search Engine Optimization (SEO) – Ayima ✔︎ Social Media Marketing – Rutgers ✔︎ Paid Search (SEM) – Google
*If you are interested in a university-based certification program, contact me to hear about my experience + get 20% discount ($1k savings)
- Contact me now for personalized coaching and collaboration opportunities
- Connect with me on Twitter, LinkedIn + Instagram
*All views are Stacys alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.