Fractional CXO · Customer Experience Strategy, End to End
18+ years leading customer experience strategy across the full customer lifecycle — inside Fortune 100 enterprises. Now available as a fractional CXO: senior strategic leadership when you need it, without the full-time executive headcount.
Contact
Great customer experience drives growth, loyalty, and revenue — most companies are leaving some of that on the table without realizing it. I find exactly where, and fix it. Open to fractional CXO work, advisory engagements, and select full-time roles right now.
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Fractional CXO Engagement
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Customer Experience Strategy & Advisory
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Executive Workshop Facilitation
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AI Readiness Assessment & Roadmap
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Business Analysis & Priority Roadmapping
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Speaking & Thought Leadership
Location: Irvine, CA — available remote, hybrid, or on-site globally
Selected Work
A sample of engagements across retail, utilities, and quick-service restaurants — each grounded in a real business problem and a measurable outcome.
CX Multi-Year
Led a multi-year customer service transformation; established an AI-first service strategy and owned a full CCaaS vendor selection process.
Outcome: Future-state vision adopted and vendor selected for enterprise deployment
QSR AI Roadmap
Led a field-first operational assessment of the franchisee contact center ecosystem with side-by-side observational research to architect an AI-forward roadmap.
Outcome: Phased AI roadmap with clear ROI targets and delivery milestones
$1M+ Annual Savings
Delivered a rapid 4-week operational assessment of the contact center; analyzed contact demand and outsourcing capacity, identifying workforce management and labor planning opportunities.
Outcome: $1M+ annual cost reduction delivered in 4 weeks