Working in CX is Erica’s dream job. She is passionate about finding new and better ways to delight customers and helping clients establish roadmaps for success. Her background in health care and large-scale project management helps her align big-picture strategy with tactical execution. She is skilled at designing, developing, and delivering communications for all levels of an organization.
Erica’s expertise with voice of the customer research, customer journey mapping, customer insights, talent management, team-building, and business analysis combine to make her a seasoned, forward-focused, and results-driven CX leader. She honed these skills working with Wells Fargo, Universal Hospital Services, the Customer Experience Professionals Association (CXPA), and Carlson Wagonlit Travel.
Erica holds a bachelor’s degree from the University of Wisconsin-Eau Claire and an MBA from Bethel University. She is Six Sigma Green Belt certified.