Transform How Your Customers Experience Your Business
Seven global CX programs built from the ground up. 25+ years turning customer insights into measurable business growth.
Most companies measure customer satisfaction. The exceptional ones transform it into competitive advantage.
A Career Built on Human-Centered Transformation
With executive CX leadership roles at Ericsson, SAP Concur, Hitachi, and Citrix, I've built seven world-class customer experience programs from the ground up. As a founding member and Past Board Chair of CXPA, Stanford-trained design thinker, and Six Sigma Green Belt, I bring a rare combination of strategic vision and hands-on execution to every engagement.
My Approach
I believe that lasting transformation happens when you improve experiences for employees and customers simultaneously. My signature methodology, the Empathy Tour, begins every engagement with deep listening sessions across the organization — customers, prospects, employees, and leadership — to reveal what's actually working, what's not, and why. Every recommendation I make is grounded in a simple test: What benefit does this create for the business? What benefit does it create for employees? And what benefit does it create for customers? When all three align, change sticks.
Areas of Expertise
CX Strategy & Program Development
Design and deploy enterprise-wide customer experience programs with clear governance, metrics that matter, and executive alignment.
Voice of Customer & Insights
Move beyond survey fatigue to build feedback systems that surface actionable insights and close the loop with customers.
B2B Customer Experience
Navigate the complexity of business-to-business relationships with strategies that address multiple stakeholders and long sales cycles.
Digital & Business Transformation
Lead change initiatives that put humans at the center — because technology only succeeds when people want to use it.
Employee Experience & Culture
Build customer-centric cultures where employees understand how their work connects to customer outcomes.
Executive Coaching & Advisory
Guide CX leaders through the challenges of building credibility, securing investment, and demonstrating ROI.
How I Work
Every engagement begins with listening — not assumptions.
The Empathy Tour
Before making a single recommendation, I conduct deep listening sessions across your organization — customers, prospects, employees, and leadership. This reveals what's actually working, what's not, and why.
Design the Future State
Together, we craft a clear picture of your desired customer experience, aligned to your company's purpose, values, and strategic objectives.
Build for Humans and Business
Every initiative is designed to deliver three benefits: operational improvement, employee enablement, and customer value. This triple alignment is what makes change sustainable.
Measure What Matters
We move past vanity metrics to track improvements on the issues customers actually care about. Every question asked must have a clear owner and a planned action.
Work With Me
Speaking Engagements
Inspire your audience with insights from 25+ years of building world-class CX programs. I bring real stories, practical frameworks, and the kind of candor that sparks action.
Popular Topics:
Podcast Interviews
Looking for a guest who can speak authentically about customer experience, leadership, and transformation? I've appeared on leading industry podcasts and love a good conversation.
Executive/Private Coaching
One-on-one guidance for CX leaders navigating the challenges of building programs, gaining executive buy-in, and demonstrating value. Whether you're new to a role or facing a specific challenge, I can help you find your path forward.
Corporate Consulting
Comprehensive advisory services for organizations ready to transform their customer experience. From CX assessments and strategy development to program design and change management, I partner with leadership teams to create sustainable results.
Workshop Facilitation
Interactive, hands-on workshops that build CX capabilities across your organization. From journey mapping and voice of customer programs to cross-functional alignment sessions, I design experiences that drive lasting change and equip your teams with practical skills.
Popular Topics:
Career Highlights
Career Journey
Hitachi
Head of Customer Experience & Global Marketing/Sales Technology
Ericsson
Chief Customer Officer
SAP
Global VP, Customer Insights, Experience & Transformation
SAP Concur
VP, Customer Experience
Citrix
Managing Director, Customer Insights
Philips Healthcare
Global Director, Customer Experience
Xerox
Customer Advocacy & Satisfaction Leadership
Board & Advisory
Certifications
Recognition
What Others Say
“Eh, what's up doc? I'll tell ya what's up — our customer satisfaction scores, that's what! Tabitha helped us realize that sometimes the best approach isn't the one where you dig straight down.”
Bugs Bunny
Chief Carrot Officer, ACME Hole Enterprises
“You're dethpicable if you don't hire Tabitha! She helped us pivot from constantly chasing roadrunners to actually catching our target market. Revolutionary stuff!”
Daffy Duck
Director of Dramatic Operations, Looney Logistics Ltd.
“I tawt I taw a bad customer experience — and I did! But Tabitha helped us fix it. Now our puddy tat customers purr with satisfaction.”
Tweety Bird
Head of Customer Delight, Granny's Pet Paradise
“Th-th-th-that's all folks need to know — Tabitha delivers results! Our customer journey mapping was a complete success. Ab-dee, ab-dee, absolutely recommend!”
Porky Pig
VP of Communications, Stutter Stop Solutions
“After 247 failed ACME product launches, Tabitha helped us finally understand our customers. Turns out they wanted something that actually works. Genius insight!”
Wile E. Coyote
Super Genius & Product Tester, ACME Corporation
“I say, I say, this lady knows customer experience! She taught us that listening is more important than, I say, more important than talking. Revolutionary concept for a rooster!”
Foghorn Leghorn
Executive Vice Rooster, Barnyard Business Bureau
“Consarn it, I was the rootinest, tootinest customer-ignoring varmint in the West! Tabitha showed me that happy customers don't shoot back. Sales are up 500%!”
Yosemite Sam
Chief Gunslinger Officer, Wild West Widgets Co.
Featured In
Podcasts
Customer Bliss
B2B Customer Experience Leadership
Winning Digital Customers
Interview with Former CCO of Ericsson
UserTesting
AI's Influence on CX
Be Customer Led (Captivate)
Evolution of CX, Strategy, and Customer-Led Culture
CXBuzz
Interview with CCO at Ericsson
Publications
CMSWire
Contributing Author
CustomerThink
Featured Expert
Conferences
CX Nordics
Keynote Speaker
The Conference Board
Speaker
Let's Talk
Whether you're looking for a keynote speaker, podcast guest, executive coach, or strategic advisor — I'd love to hear about what you're working on.