Nicole has worked with Heart of the Customer for the past six years. As a CX Practice Lead, she draws on her extensive experience working with B2B organizations and her expertise as a change management consultant.
She is passionate about helping employees at every level connect with customers, and bringing the true customer voice inside organizations to guide strategy, drive change, and inform decision making.
Analyzing the customer experience
Her experience includes gathering and using customer insights to prioritize experiences that drive customer loyalty, identifying growth opportunities, and developing new products and services. Previously, Nicole built and ran customer experience and market insight programs at Thomson Reuters, a Fortune 500 organization.
Learning, then teaching
Nicole excels at working with cross-functional and global employee teams to turn customer insights into innovative ideas for improving the customer and employee experience. She strives to learn something new every day, and enjoys teaching undergraduate and graduate students about marketing research methods and customer experience.
Nicole holds a bachelor’s in economics from the University of Minnesota and an MBA from Fordham University. In addition to being a CCXP, she is also a Prosci-certified change management professional.