Ann has more than a decade of experience in CX program leadership, including implementing core competencies such as Voice of the Customer and Net Promoter System programs at large financial services, healthcare, and manufacturing companies.
With a passion for customer research and understanding, Ann expertly navigates B2B environments, building strong cross-functional relationships, ensuring accountability and alignment, and creating programs that drive customer-centric culture shifts and boost profitability.
Ann specializes in synthesizing deep customer insights gleaned from ethnographic research with business metrics and innovative technologies to define and prioritize customer needs, experience gaps, and improvement initiatives. She deploys her change management expertise to drive effective action.
Prior to taking on CX roles, Ann honed her expertise in B2C and B2B marketing and relationship management at organizations including Medtronic, Cummins Inc., U.S. Bank, TCF Bank, and Huntington Bank.
In addition to holding CCXP certification, Ann is a Six Sigma Black Belt with a bachelor’s in humanities from the University of Minnesota. Early in her career, she earned an associate degree in fashion design and worked as a clothing designer in New York City.