Tabitha Dunn
I am a customer-centric thought leader that loves what I do – driving best in class, human-centric transformation initiatives that improve the customer experience and success while creating efficiencies, growth, and business scalability. I accomplish this by assessing what matters most to customers and the business, designing best practices, modernizing processes, leveraging digital and technology capabilities, partnering with business leaders across the enterprise, and ensuring ROI and operational excellence. I am an expert in customer experience and transformation leadership, consistently sharing my expertise in publications, books, podcasts, conferences, and webinars. Below are highlights of my career accomplishments and specialities:• Designed and built seven customer experience practices and strategy from the ground up, enabling businesses to focus on improving what matters most to their customers while delivering operational efficiencies and growth.
• Designed, deployed and improved a scalable customer engagement and account strategy model.
• Built the digital, customer success and customer experience long term strategy for customer centric growth for a complex, global sales & marketing organization.
• Revamped sales operations function from a siloed approach to an integrated sales and commercial workflow with cross-functional product management and process improvement to deliver efficiencies and best practices.
• Developed the business case for digital commerce, from strategy to design to deployment and positioned the business to deliver an excellent digital buying experience.
• Transformed global services organization to enable scale, improve leadership and employee culture, empowered the technology roadmap for services, and segmented the customer service experience to better suit customer needs.
• Enabled numerous initiatives to increase customer retention, scaled the business, and grow customer base utilizing behavioral insights, financial modeling, predictive analytics, and research.
Specialities: Global Experience | Strategic Leadership | Customer Experience | Technology & Digital Leadership | Customer Success | Design Thinking | Voice of the Customer | Market Research | Customer Segmentation | Business & Digital Transformation | Change Management | Mergers & Acquisitions | Sales Operations | Process Improvement | Metrics | Product Management | Organizational Design | Governance Frameworks | Cross-Functional Team Leadership | Board Service & Leadership | Six Sigma Green Belt | Experience Management Expert | Keynote Speaker | CCXP
