Turning feedback into Business Results

 At InMoment, I spent 10 years helping enterprise clients transform their customer experience (CX) programs from reactive to strategic—and from siloed to scalable.

My role blended relationship management, data strategy, and experience design. I partnered with up to 13 enterprise clients at a time, across industries like financial services, automotive, and B2B SaaS, to align internal capabilities with evolving customer needs. I led initiatives that not only improved customer insights but drove real business outcomes: $3M+ in revenue retention and growth, $1.7M in operational cost savings, and a 20%+ uplift in annual recurring revenue through smart contract optimization and upsell strategies.

One highlight was leading a complete overhaul of a client’s Voice of Customer (VoC) program. We restructured feedback collection around the customer journey, deployed smarter listening posts, and streamlined reporting across teams. The result? Faster, more actionable insights—and measurable cost savings that extended well beyond CX.

Behind the scenes, I also focused on building sustainable systems. I developed internal best practices using tools like Monday.com, JIRA, and Google Workspace, creating scalable workflows that improved efficiency and consistency across our Client Success team.

Above all, I see CX as a human challenge. It’s about understanding what customers are trying to do and removing the friction that gets in their way. At InMoment, I got to help companies do just that. And I loved it.