Expert Details
AI Strategy & Digital Transformation; Customer Experience (CX) Strategy; AI Governance & Prompting; Digital Product & Service Design; Client/Stakeholder Management
ID: 736478
North Carolina, USA
Expert built an extensive consulting career, holding director- and executive-level roles at major global consulting and technology firms, where Expert led digital transformation, AI strategy, and customer experience redesign engagements for large enterprise clients across financial services, technology, and retail sectors. Expert has a demonstrated track record of developing and scaling new consulting practices, having co-led the development of an experience advisory practice that generated over $20 million in billings within its first year, and has repeatedly delivered engagements producing double-digit increases in client revenue, satisfaction, and retention alongside measurable reductions in operating costs.
Since 2023, Expert has led an independent consulting practice focused on AI strategy, developing customer-focused AI roadmaps and governance frameworks for organizational AI adoption. Throughout Expert's career, work has spanned AI strategy leadership, digital product and service design, loyalty and CRM program development, and the recruitment and development of cross-functional customer experience teams.
Education
| Year | Degree | Subject | Institution |
|---|---|---|---|
| Year: 2001 | Degree: MBA | Subject: Management (Executive MBA Program) | Institution: Opus College, University of St Thomas |
| Year: 1985 | Degree: Bachelor of Arts | Subject: Broadcast Communications | Institution: San Francisco State University |
Work History
| Years | Employer | Title | Department |
|---|---|---|---|
| Years: 2023 to Present | Employer: Undisclosed | Title: Founder and Principal Consultant | Department: |
Responsibilities:Leads development of customer-focused AI strategies and roadmaps; designed and led implementation of playbooks for consistent training, monitoring, and governance of AI development, driving increases in revenue and reductions in cost-to-serve. |
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| Years | Employer | Title | Department |
| Years: 2021 to 2022 | Employer: Accenture Song | Title: Digital Experience Strategy Executive | Department: |
Responsibilities:Partnered with senior client stakeholders to identify, evaluate, develop, implement, and measure digital transformation and experience management strategies, resulting in double-digit business growth; leveraged leading practices and internal data to inform design of digitally transforming experiences and processes, increasing customer experience scores and decreasing costs-to-serve; managed deployment of new AI-based DIY technologies, improved processes, and employee training. |
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| Years | Employer | Title | Department |
| Years: 2018 to 2021 | Employer: VMware | Title: Director, Customer Experience Transformation | Department: Business Transformation and Automation |
Responsibilities:Led workshops with senior stakeholders to redesign customer-company interaction points, increasing Customer Effort Score (CES) and Customer Satisfaction (CSat) scores; hired and developed a team that launched new digital customer portals and SaaS cloud management products, achieving increased satisfaction scores and exceeding sales goals. |
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| Years | Employer | Title | Department |
| Years: 2017 to 2018 | Employer: Wells Fargo + WL Gore & Associates | Title: CX Consultant | Department: |
Responsibilities:Presented and sold an engagement to migrate an application to a cloud environment and develop a new AI-based DIY price quotation system, improving quote delivery capability by 250%; led an engagement assessing and designing improvements to customer interactions and business processes to deliver consistent, digitally authenticated experiences enterprise-wide, increasing satisfaction scores. |
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| Years | Employer | Title | Department |
| Years: 2016 to 2017 | Employer: Cisco | Title: Practice Advisor (Director), Digital Experience | Department: Business Transformation |
Responsibilities:Led design and deployment of a pilot in-store customer engagement initiative for a big-box retailer, producing a 20% increase in sales; devised roadmaps for implementing AI and IoT technologies to improve customer and employee experiences and reduce costs. |
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| Years | Employer | Title | Department |
| Years: 2014 to 2016 | Employer: Sparks Grove/North Highland Consulting | Title: Director and Practice Lead | Department: |
Responsibilities:Co-directed development of and leadership alignment for a new experience advisory practice, generating over $20 million in billing in its first year; led an engagement with senior leadership of a Fortune 100 financial services provider, delivering a 15% increase in investment business within the first year of implementing CX transformations. |
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| Years | Employer | Title | Department |
| Years: 2002 to 2014 | Employer: BrightStone, Inc. | Title: Principal Consultant | Department: |
Responsibilities:Launched a new loyalty program for a big-box retailer that exceeded enrollment goals by over 50%, increased sales from loyalty members by over 65%, and decreased program costs by 25%; the loyalty program was recognized as "Best of Retail" by a national personal finance publication. |
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Career Accomplishments
| Associations / Societies |
|---|
| • Customer Experience Professionals Associate (2014) |
| Licenses / Certifications |
|---|
| • CCXP (Certified Customer Experience Professional) — Customer Experience Professional Association • Certificate in Analytics and AI — Kellogg School of Management, Northwestern University • Certificate, Artificial Intelligence Fundamentals — IBM • Certificate in Agentic AI and AI Agents — Vanderbilt University |
| Publications and Patents Summary |
|---|
| • Patent: 1 (Focusing on POS scanning of a bar code displayed on a mobile device) • Publication: 1 (Topic: The value of mapping the customer's journey.) |