Advisory Board Member Profile
2nd Vice President Workers Compensation Claim of Southern California
Areas of Expertise
Customer Experience Strategy, Your Customers, Their Journey, Customer-Focused Innovation, Customer First Culture, Accelerate & Improve Decisions with Data, Customer Experience in your Organization-Navigating Politics of Change
UCI CX Board Member Since: 2020
Employer: Travelers Insurance
Customer Valued Connections Post COVID-19
Service Mobility Footprints Outlasting COVID-19
Evidence of Commitment to Diverse Customer Demographics
Why is the Customer Experience important to me? Throughout my career I have provided direct in person service assistance, worked closely with national business customers and led teams who provided services to a broad definition of the word customer. Individualizing service needs, creating customer driven meaningful connection points and appropriately representing the communities we serve matches my passion for loyalty and the drive to understand what is next for a valued customer centric experience.
What are my biggest accomplishments?
The awards and accolades I valued most were those that made a significant difference within the customer community. Some examples are creating ease of connectivity with customers, leading teams which explored digital platforms, researching emerging technology, creating service advantages which demonstrated how culture driven services can be a business level commodity and the importance of creating connections with customers that transcend the core services provided.
Why did I join the Customer Experience Advisory Board at UCI?
My career expands over 35 years. In order to remain relevant however, I must continue to challenge myself, stay informed of emerging trends and collaborate across industries. I also have a lot to offer in the way of experience, thought leadership and the importance of embracing environmental, technical and service evolution.
Why should someone participate in the UCI Customer Experience Program?
The Customer Experience Certificate Program at UCI starts with what drives customer loyalty. The program extends to understanding the psychological aspects of the customer experience, generating deeper and more meaningful insights which can ultimately lead to increased revenue.