DoingCXRight

Stacy is known for expertise in designing & implementing successful Customer-Centric programs that differentiate Business (B2B) and Consumer (B2C) brands beyond price. Over the years, she’s been coaching individuals and leading teams to deploy best in class methodologies & closed-loop processes. She’s currently Head of Customer Experience (CX) & Employee Engagement at Schindler Elevator Corporation (USA), where’s she contributing to record-breaking Net Promoter (NPS) results, Y/Y revenue growth & portfolio protection. Besides CX, Stacy’s led Digital Marketing & Website Conversion Optimization for reputable brands of all sizes & budgets including Verizon Wireless, AT&T, Martha Stewart, ADP, Wilton and more. She’s produced multi-billion dollar sales while increasing customer satisfaction (C-Sat) and Effort scores within cost per acquisition targets.

SUMMARY OF EXPERTISE

• Persona development. Journey mapping. Surveys. Concept validation & Prototype testing.  
• Voice of Customer (VOC) & Employee (VOE) initiatives
• Agency / Vendor Selection & Relationship Management (i.e. Medallia, ForeSee, Qualtrics, Verint, Adobe, Usertesting)
• Branding & Traffic Generation (Social Media, Search, Display, Email+)
• A/B & Multivariate (MVT) Testing. Analytics. eCommerce, Usability (UX)
• Loyalty & Return Visitor Campaigns (Re-Marketing / Retargeting)
• Building workplace customer-centric cultures

DEGREES AND CERTIFICATIONS

• MBA, Marketing | Fairleigh Dickenson
• BSBA, Marketing | American University
• Big Data | Rutgers University | Rutgers  
• Customer Experience (CX) | Rutgers  
• Customer-Centric Management & Design Thinking | Rutgers
• Usability Analyst (CUA) | Human Factors (HFI)
• Search Engine Optimization (SEO) | Ayima
• Social Media Marketing | Rutgers

 ON A PERSONAL NOTE

• CX Writer, Speaker, Blogger: DoingCXRight.com
• Forbes Contributing Writer
• 2019 Finalist “CX Leader of the Year” and “CXPA Impact” awards
• Founding CX Board Member & Advisor @Rutgers University
• Feature Writer @CustomerThink
• Active Member / Mentor @Ellevate Network
• International Backgammon player
• Creator of  Women Leaders Making a Difference
• Working Mom Balancing It All