Nov 2024 – Present · 1 yr 6 mos · Indianapolis, Indiana, United States

Sep 2024 – Present · 1 yr 8 mos · Indianapolis, Indiana, United States · Remote

• At Unf*cking Your CX, I'm on a mission to break the status quo of customer experience and turn it into a true business system. As founder and host of the provocative newsletter and podcast, I challenge the outdated practices that are holding CX back from driving measurable business outcomes. Through hard-hitting insights and no-nonsense strategies, I aim to empower CX leaders to shift from insights reporting to action-driven performance. My goal is to create a movement that revolutionizes CX—one episode, one article, and one leader at a time.

Apr 2024 – Mar 2025 · 11 mos · Indianapolis, Indiana, United States · Remote

• 3.1x sales velocity | Built buyer-led sales enablement & GTM system
• We rebuilt the Go-To-Market Enablement function from scratch to align with how modern buyers actually buy—not how sellers want to sell.
• Our mandate? Drive revenue by operationalizing a new era of sales execution: co-created, value-based, and outcomes-obsessed.
• Our approach:
• Legacy enablement decks -> Real GTM strategy
• Buzzwordy messaging -> Compelling solution storytelling
• Feature-led demos -> Business case–backed selling
• Spray-and-pray outreach -> ABX-powered precision plays
• We launched the first ever PPX Maturity Assessment + Benchmark to help brands identify blind spots in their post-purchase experience.
• We created the PPX Acceleration Roadmap to value realization.
• We established the PPX Institute to turn industry curiosity into commercial action.
• Our Enablement system focused on:
• Selling with our buyers (Fluint-powered frameworks)
• Persona clarity (Experience Designers vs Influencers vs Decision Makers)
• Clear differentiation messaging (vs Narvar, AfterShip, and legacy competitors)
• Outbound Masterclasses, Playbooks & Templates
• ABX-powered Account Strategy
• Big lifts? Hell yes.
• Product-led demo culture -> Value-led GTM
• Internal pitch training -> Buyer-facing business case templates
• Disconnected team → Aligned on one PPX narrative, from SDR to CSM
• The result?
• 3.1x increase in sales velocity
• Increased S1 and S3 opportunity volume YoY
• Reduced time to decision
• Reduced deal slippage
• Increased win rate %
• 25+ G2 badges won during tenure
• We didn’t just enable. We elevated.

Oct 2023 – Apr 2024 · 6 mos

• 7x sales velocity | Built global GTM org focused on CLV, ACV, and execution lift
• We built the Commercial Enablement organization to strengthen our pre-sales team. Our charge: scaling predictable and repeatable revenue through high performance execution.
• The team was lean (17 for a global business), but mighty comprised of GTM strategy, sales enablement, solution strategy, sales engineers, consultants, client experience and thought leadership.
• We focused on the following:
• Increase the number of qualified opportunities, increase our win rate %,
• increase ACV,
• and improve time to decision.
• Our strategy:
• GTM debt -> Elevated GTM strategy,
• Legacy LMS training -> Elevated people enablement strategy,
• Dusty traditional experience management strategy -> Established Human Experience (HX) strategy.
• And as a result, Forsta became an industry leader (Gartner Magic Quadrant)
• So how did we create HX as a discipline?
• We decided to activate the brand copy into industry leading platform and practice. We enabled our entire organization on it. We challenged the industry. Disrupted the status quo.
• All while integrating 5 companies into 1.
• Challenging?
• Hell yes!
• 5 sales process -> 1
• Product feature function sales motion -> Value based sales motion
• Non-existent sales coaching culture -> radical transparency, always-on sales coaching
• The result?
• 7x improvement in sales velocity.
• Improved ACV by $58k
• Increased win rate by 56%
• Reduced sales cycle time by 38 days
• We also reduced deal slippage by 49%

Jan 2023 – Oct 2023 · 9 mos

Mar 2022 – Present · 4 yrs 2 mos · Atlanta, Georgia, United States

Jan 2022 – Present · 4 yrs 4 mos

Jan 2022 – Dec 2022 · 11 mos · Atlanta, Georgia, United States

• 11x pipeline growth | Scaled CX-led GTM strategy + 85% recurring margin growth
• We rebuilt Chatter’s go-to-market and experience strategy from the ground up—shifting from disconnected teams and passive listening to an outcomes-focused system tied directly to revenue growth, margin expansion, and client retention.
• Our mandate? Create a customer-led growth engine that fused demand gen, enablement, client success, and thought leadership into one unified GTM system.
• Here’s how we did it:
• Go-To-Market Strategy
• Designed a high-growth demand generation strategy that drove a 1,146% increase in qualified pipeline (MQL + SQL) in just 8 months.
• Built and enabled sales team, generating $10M+ in pipeline with a 70%+ close rate.
• Led a cross-functional team of 10 marketers, creatives, and content strategists to build full-funnel conversion flows and sales campaign assets.
• Sales Enablement
• Launched a value-based enablement model for the pre-sales team, resulting in a 62% win rate and an 85% increase in recurring margin (RMR).
• Collaborated closely with AEs on solution design and cycle execution—leading to 100% of sales directors achieving quota and pipeline goals.
• Client Success
• Transformed client success from reactive relationship management to a value realization and user adoption engine.
• Achieved 100% logo retention and 109% net revenue retention in year one.
• Launched a customer usage strategy that boosted platform adoption by 92%, and rolled out a 35% active monthly user community.
• Thought Leadership
• Created a thought leadership strategy to disrupt stale experience management narratives and elevate modern CX execution.
• Produced high-conversion content across blogs, white papers, webinars, and podcast appearances—driving 40K+ total views/downloads/listens in 8 months.
• Acted as executive advisor to 20+ brands including Fanatics, Victoria’s Secret, Staples, and Journey’s—guiding CX strategy, culture design, and operational rollouts.

Oct 2019 – Jan 2022 · 2 yrs 3 mos

• +27pt NPS | Built CX playbooks + GTM system for 200+ retail brands
• Lead Medallia's global retail practice by unifying the cross-functional technology ecosystem. The first vertical to align teams from sales, product, marketing, analytics and partners. This alignment led to a +22.3 pt increase in relationship NPS.
• The retail vertical team consisted of 250+ Medallians globally from pre to post sales.
• Created a retail vertical playbook including key messaging, solutions, sales plays and demos. This playbook resulted in a +46.7pt increase in OSAT on guidance of best practices.
• Enabled 75+ retail sales directors globally on the retail value realization playbook. This ongoing sales enablement resulted in 100% sales director participation with new contracts. Achieved a 72% win rate during sales cycles with a +8.8pt improvement in sales meeting value score.
• Implemented value realization strategy elevating client relationships which increased retail portfolio value. Increased business value OSAT by +9.1 points.
• Achieved significant increases in client NPS, CSAT and OSAT benchmarks. +27.4 pt increase in NPS.
• Served as an executive advisor to 200+ retail brands globally. Topics such as: executive sponsorship, culture, CX strategy, EX strategy and value realization. Brands included: Walmart, Dick's Sporting Goods, Macy's, LEGO, petco, SEPHORA and The North Face.

Feb 2019 – Sep 2019 · 7 mos

• Led 50+ CX team | Delivered +27pt NPS + national omnichannel transformation & $100M+ in CX driven business impact
• Lead a customer experience team of over 50 employees tasked with the development of customer experience strategy & execution across the organization including the corporate office and retail locations (both corporate-owned and franchised).
• Initially led change management initiatives to ensure all 7,000 frontline associates were aligned with the overall customer experience mission and set in motion a process to continuously roll out innovative ways to do business.

Jun 2017 – Feb 2019 · 1 yr 8 mos

• 2x survey response rate | Delivered +27pt NPS via CX strategy execution
• Spearheaded the design of the omnichannel customer experience, cross-functionally collaborating with each department to capture ideas, needs, and concerns; resulting in rich, on-brand user experience.
• Created and implemented a new customer interaction survey strategy increasing response rates from 7% to 15% by modifying the mode and length of the survey. Also recognized a 27 point NPS increase within 18 months of leading the customer experience program.

Feb 2015 – Jun 2017 · 2 yrs 4 mos

• +57% customer redemption | Cut $470K in spend through CX-driven campaign redesign
• Devised marketing campaigns based on customer feedback that generated an increase in customer redemption by 57% while reducing the overall marketing spend by $470k.

Jan 2014 – Feb 2015 · 1 yr 1 mo

• Reduced churn 22% | Launched VoC + digital support systems across org
• Implemented the digital customer service channel to meet customers where they are through text messages and social and online chat capabilities to resolve issues.
• Established the “Voice of the Customer” program that resolves customer service issues across the enterprise, recognizing a 350% improvement in customer service resolution time with open issues and reduced customer churn by 22% in the first 18 months.

Jan 2013 – Jan 2014 · 1 yr

• Scaled CX programs across region | Led experience + sales performance strategy

May 2011 – Jan 2013 · 1 yr 8 mos · Indianapolis, Indiana

Aug 2007 – May 2011 · 3 yrs 9 mos