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Where do your customers feel the most friction?

Creating customers who are loyal fans requires understanding every aspect of their journey with you - through their lens.  Most organizations struggle because each department views the journey through their own lens, typically based from an inside-out perspective.

The hard part is gaining a deeper insight into what customers are thinking and feeling at each stage of their journey so you can begin to improve their experience and add value to them and to your organization.

Why Journey Map?

A customer journey mapping is a visual representation of your customer's journey through THEIR lens.  

​We work together to customize this virtual or in-person workshop that puts cross functional team members on the same side of the fence to "map" key customer touch points along their journey.

What outcomes can I expect?
  • Identify pain points causing customer defection.

  • Brainstorm a list of action steps to improve experiences.

  • Deliver quick wins that will reduce cost to serve and improve retention.

  • Break down silos between departments that lead to customer friction

  • Uncover opportunities for new products that add value, grow margins, and improve wallet share.



Get Results in 120 Days

If you recognize the importance of delivering a superior customer experience but struggle with inconsistency that's results in fewer referrals and customer defection, then this program is for you.

If you've been searching for a more structured way to earn your customers's loyalty but don't know where to start or simply view it as too big a lift there's good news. 

This 4 step program provides you with the foundations to delight your customers so much they keep coming back and tell their friends. I personally walk through the process with you to create a unique set of strategies that aligns with your vision in 120 days so you can put them into action right away!


CX professionals have a very challenging role - and that's an understatement.  

Sometimes you just need someone to think through next steps, navigate a rough patch, or advise you on strategy with someone who has walked the walk. 

I offer flexible and cost efficient coaching packages that are unique to you and your needs.

If you are interested in exploring, just click the "LET'S TALK" button.

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What my coaching clients are saying...

"I feel like I have a true advisor in Mark.  His experience in CX and excellent communication skills have helped me to gain the clarity I need as I lead my business through a CX transformation.  Mark has given me the insight and assurance that I am going down the right path."

                                         Michelle Morris, CCXP   CX Program Manager,  Verizon Connect

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"I knew he would be the perfect coach to assist me with learning the ropes and leading our CX program.  

During our sessions, Mark has shared his knowledge and perspective with me, which has taught me to embrace my role as a trusted advisor and tailor my communication in ways that increase influence and gain buy-in.  


Mark is a seasoned professional who understands the challenges in CX and provides valuable solutions. He has shared helpful resources like books, podcasts, and articles specifically to help with my unique challenges.  I look forward to continuing my partnership with him to increase my knowledge and value as a CX executive."

                                      Gabriella Roberts,  Vice President of Client Experience, Portfolio

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