University of Richmond — CX Program

New Customer Experience departments are popping up everywhere — pulling functions and roles traditionally owned by marketing, sales, and operations into interdisciplinary CX divisions. Growing as a leader in the field needs both practical skills and strategic vision.

As an advisor to the University of Richmond Customer Experience Program, I help inform and guide the future of CX training — including skills the field tends to underweight, like how to work with clients to surface their real needs and pain points.