What Matters Most
Employees and customers share similar needs – to feel important, heard, and humanized. The greatest customer experiences happen when both sides are engaged and invested. My presentations identify the moments of truth – the most crucial points that determine customer satisfaction – and the steps to improving them. I’m dedicated to connecting people and inspiring authentic customer experiences fueled by motivated, engaged employees.

A Sampling of Speaking Engagements
Click on logos for more details about the events.
Most Requested Presentation Topics
All presentations available in Live Stream, Pre-Recorded, and In-Person as schedule permits

Building and maintaining an Inclusive Customer-Centric Culture To Elevate Loyalty & Growth
Discover how to create and sustain an engaged workforce to deliver customer excellence. Understand what customers want and how to meet their expectations.

Onboarding Employees & Customers To Achieve Positive First Impressions
Find out how to create “Wow!” moments and memorable experiences that drive loyalty early on. Prioritize customer feedback on new products, features and services.

Creating Customer Journey Maps: Why and How To Accomplish in Non-Complicated Ways
Understand best practices to design experiences that meet customer needs & expectations. Map out a customer journey, then validate customers’ perception at different touchpoints and measure their satisfaction.

Transforming Business Through Voice of Customer (VOC) & Voice of Employee (VOE)

Measuring Customer Happiness. It's More Than NPS.


