Passionate experience transformation executive and change agent. Sherpa for new and developing experience obsessed organizations. Thought leader and innovator for ways of engaging associates, customers and partners. Believes sustainable change requires embedding customer and experience capabilities into all parts of an organization. Skilled in creating CX business value and systematically changing organizations to align around experience and drive financial impact. She specializes in enabling brands with skills and competencies like design thinking, journey management and value mapping to drive sustainable shifts in how organizations work to achieve results. Over 25 years of transforming experiences working in and with brands such as Sysco, AT&T, State Farm, Dale Carnegie, CommScope, Invisalign, Ciena, Freeman, Sodexho, Equifax and MoneyGram.
Diane is the Emeritus Chair and recent CEO for the Customer Experience Professionals
Association, speaks and conducts workshops all over the world to help transform CX strategy into action and financial results. Diane earned a Master’s in Clinical Psychology and a Masters of BusinessAdministration. She is a Certified Customer Experience Professional (CCXP), and hold certifications in Voice of Customer, Customer Experience Management, Net Promoter Score and Experience Design and is Innovation LUMA certified.