ABOUT

    For the last 20 years, I've lived and breathed Customer Experience

     

    Most recently, I led Zurich North America's efforts to become more customer focused, transforming the employee culture. I was also recently given responsibility for management of our brand in North America.

    Previous to Zurich, I was founder of a respected customer experience consulting firm, Vox, Inc. I worked with a diverse range of clients, including Fortune 100 financial service companies with millions of customers, to improve customer experience, communications, engagement, retention, and profitability.

    In 2009, I wrote a well-received book, “All Customers Are Irrational: Understanding What They Think, What They Feel, and What Keeps Them Coming Back” (AMACOM). The book has been translated and distributed in Brazil and China. At the same time, I wrote a monthly column on customer experience issues for Fortune China.

    Earlier in my career I was in charge of Customer Communications at Allstate Insurance, where I led the effort to transform how the company communicated with its 15 million customers, resulting in more relevant, customized experiences that also saved $millions in operating costs.

    I graduated from John Marshall Law School with honors.