SPEAKING
Are you Delivering on Your Brand Promise? Harnessing Customer Experience for Exceptional Branded Experiences
October 2024
I had the opportunity to be a session speaker at the CXM 360 conference, hosted by CXM@MSU. This engaging session focused on a lesser-known topic in the customer experience discipline: how customer experience aligns with an organization's brand promise to meet customer expectations.
How do I Define the Experience that I Want to Give to Our Customers?
April 2024
I participated in a CX Huddle led by TribeCX, engaging with a group of customer experience practitioners across North America and Europe. Together, we explored the pivotal role of CX Design principles in delivering a branded experience aligned with their organization's brand promise.
Better Humans, Better Experiences
November 2023
I addressed State Street Bank's CX Champions across North America and Europe, unveiling strategies to unlock personal and organizational competitive advantages. By delving into the mindset of State Street Bank's customers, we explored how understanding their thoughts, emotions, and behaviors can drive transformative interactions with the organization.
The Path to Global Excellence and Innovation Leadership
October 2023
In this keynote address to RELX Philippines, I answered the question: How can REPH establish itself as not only the premier choice for global operations and knowledge services but also as an innovation center of excellence, embodying a customer-obsessed, strategic advantage in the marketplace?
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The Experience Edge Podcast: Leading change through CX at Elsevier
July 2025
I was honored to join Jochem van der Veer on The Experience Edge podcast to discuss leading through chaos and complexity. From my journey as a U.S. Army reconnaissance officer to Director of Brand and Employee Experience at Elsevier, I shared how a soldier-first mindset evolved into a human-first approach driving customer and employee experience. We covered key insights on Voice of the Customer programs, real-time feedback, shared CX vision, and AI’s role in boosting customer understanding. The episode ended with a call to see CX as a catalyst for innovation, not just a reactive function.