MaryEllen is dedicated to helping clients develop and implement customer experience strategies, with special emphasis on voice of the customer programs and initiatives.
She has more than 25 years of B2B and B2C experience in CX and primary market research. MaryEllen has launched and led global customer loyalty measurement programs, and spearheaded and managed a global Net Promoter System (NPS) program for Thomson Reuters. She specializes in delivering business insights through a wide range of qualitative and quantitative research methods (including focus groups, in-depth interviews, and surveys), and a variety of approaches (such as CXi, CSat, segmentation, and psychographic). MaryEllen has also been recognized for excellence in communication, interpersonal skills, and working across departmental, geographic, and cultural boundaries to build strong coalitions. A Certified Customer Experience Professional (CCXP), MaryEllen holds a bachelor’s from Smith College, with supporting certifications in market research (PRC) and NPS (Associate).