Christina Garnett — CEO
Growing companies hire me when they've scaled past the point where relationships happen naturally and need someone who has been here before, across industries, at every level. I started as a teacher, and honestly, that is still the best way to describe how I think. I never lost the instinct to make hard things make sense, to find the right words for the room I am in, to meet people where they are. That carried into social media strategy, community building, and customer advocacy. I built customer advocacy infrastructure at HubSpot, led social and customer strategy at global scale through ICUC, and now serve as Fractional CCO at Neuemotion and HeyOrca. Trust breaks differently depending on where a company is in its growth. I have worked every part of it. I originated Customer Trust Infrastructure, the organizational discipline for building systems that generate and sustain trust between brands and their customers. The framework behind it is the Customer Trust Equation: Trust = Consistency + Response + Connection + Value − Friction. The roots are sociological. Durkheim, Goffman, and Hochschild shaped how I think about what is really happening between customers and organizations, which is why CTI can explain things that NPS and CSAT miss entirely. The academic work is alive and growing: working papers on SSRN, peer-reviewed submissions in progress, and a second book under review at traditional publishers. Every engagement starts with an audit. From there I build bespoke packages tailored to what the organization actually needs, whether that is health scoring, NPS frameworks, customer advisory boards, voice of customer programs, or advocacy systems tied directly to retention and revenue. I work across customer experience, customer success, community, and trust strategy. Whatever we build, I make sure it does not leave when I do. Author of Transforming Customer-Brand Relationships (Kogan Page, 2025), winner of the Independent Press Award, the International Impact Book Award, and named a finalist for the Foreword INDIES. Speaker at Gainsight Pulse, INBOUND, Digital Summit, and CUPRAP. Published in Adweek, Campaign US, and PR Week.
Stackforce AI infers this person is a Customer Experience and Community Engagement expert in the SaaS industry.
Experience: 10 yrs 3 mos
Skills
- Customer Experience
- Public Relations
- Customer Engagement
- Customer Retention
- Community Building
- Marketing Strategy
- Community Engagement
- Customer Advocacy
- Data Analysis
- Business Insights
- Social Media Marketing
Career Highlights
- Pioneered Customer Trust Infrastructure and Equation.
- Author of award-winning book on customer-brand relationships.
- Extensive experience in community building and customer advocacy.
Work Experience
Neuemotion
Chief Customer and Communications Officer (fractional) (1 yr 5 mos)
Chief Customer Officer (fractional) (1 yr)
Campaign US
Contributing Writer (1 yr 6 mos)
HeyOrca
Chief Community Officer (fractional) (1 yr 11 mos)
Advisor (1 yr)
Kogan Page Publishing
Author | Transforming Customer-Brand Relationships (1 yr 11 mos)
Teal
Chief Experience Officer (fractional) (3 mos)
Advisor (4 mos)
SlapFive: Customer Marketing
Advisory Board Member (2 yrs 2 mos)
PerfectIt™
Chief Customer Officer (fractional + interim) (2 mos)
Pocket CCO
Founder & Principal (2 yrs 6 mos)
HubSpot
Principal Marketing Manager, Offline Community and Advocacy (1 yr 2 mos)
Senior Marketing Manager, Offline Community & Advocacy (1 yr 7 mos)
Adweek
Contributing Writer (4 yrs 2 mos)
VIZIT
Senior Insights Strategist (5 mos)
ICUC
Strategist (1 yr 2 mos)
Roanoke Small Business Development Center
Marketing Director (1 yr 8 mos)
Marketing Media Maven LLC
Founder | Marketing Strategist and Consultant (7 yrs 8 mos)
Education
Bachelor's Degree at Davidson College
Graduate CEUs at Converse University
EMBA at Quantic School of Business and Technology
Women's Entrepreneurship at Cornell University