Here are the masterminds behind our blogs! They all have a common purpose and that is sharing their customer experience expertise, best practices, and "how-to's" to educate the worldwide CX community.
Jason Anderson, MS
Director, Customer Experience, BriskHeat Corporation
Jason is the Director of Customer Experience at the BriskHeat Corporation. He is driven to orchestrate positive customer engagements, develop customer loyalty, and improve the overall customer experience. He believes employees are the driving force for building meaningful customer relationships; and a critical component for any successful CX strategy.
Jason’s more than 18 years of relationship and leadership experience is spread across the biomedical, technology, and manufacturing industries. As the co-leader of the CXPA Columbus Network, he tirelessly works to grow and connect the CX practitioners and professionals within the central Ohio CX community.
Dave Fish, Ph.D.
Dave Fish is founder and CEO of CuriosityCX an insights, creative, and customer experience agency. He has spent over 20 years understanding the grey areas of consumer behavior.
Dave has been directly involved in designing and executing Customer Experience initiatives and has extensive supplier and client-side experience in all facets of consumer behavior research. Dave held executive positions at The Engine Group, The Mars Agency, MaritzCX, as well as at JD Power, American Savings Bank and Toyota Motor Sales.
Dave regularly writes and presents on CX topics. His work has appeared in the Wall Street Journal, Automotive News, CNN, USA Today, Reuters, and CRM Magazine and on numerous television networks. He is a regular contributor to the American Marketing Association and is a featured columnist on CustomerThink. He holds a Ph.D. in Social Psychology from Claremont Graduate University and as Adjunct Professor of Marketing at the Sam M. Walton School of Business at University of Arkansas.
Director, Contact Center Solutions, VDS
Nick is a thought leader in both the customer service and customer experience fields, and his professional mission is to bring together digital transformation, customer expectations, and business objectives to create effortless customer experiences. His background in sales, marketing, and contact center solutions serves as the framework for his advanced expertise in the CS/CX industry, and as a director of contact center solutions at VDS. Their mission is to help improve the customer experience through cloud contact center solutions. Nick helps companies stop and evaluate their current state, collaborate with subject matter experts, and listen to their customers.
Chief Innovation Officer, Gongos, Inc.
As Chief Innovation Officer of Gongos, Inc., Greg is charged with accelerating the future of everything—from trends and foresights, to product innovation and development, to the company’s growth and performance. He thrives on exploring societal and technological shifts that point to disruptive ways to create value for consumers and resilience for organizations. A former research practitioner with over 20 years of experience under his belt, Greg is a visionary at heart. He believes our industry is in the midst of a revolution, and plans to help pave the way. Greg is co-founder of The Future Stir, a podcast about “the future of everything” and how relates to societal and consumer issues, technology advancements, intelligence and the world of insights. He holds a M.A. in Humanistic and Clinical Psychology from the Michigan School of Professional Psychology, and a B.S. in Industrial Administration, Marketing and Finance Concentrations from Kettering University.
Strategy & Implementation Lead, Gongos, Inc.
As a lead in Gongos’ Strategy & Implementation practice, Sam partners with client organizations to align cross-functional teams on a shared vision and path to success on complex business challenges. Her passion for the art and science of empathy in business is at the core of her audience-centric approach to effectively managing change. She works alongside client teams to navigate interorganizational dynamics, crafting clear communications that drive lasting impact. Her B.A. in Marketing is from Michigan State University where she acted as a Research Assistant and member of MSU Students Consulting for Non-Profit Organizations.
Founder, Dexterity User Experience
Keith Instone is a user experience consultant who helps organizations start, grow, and mature their user experience practice through apprenticeship, coaching, and mentoring. Keith has been active in the user experience community in Michigan since the 1990s and is currently on the board of the Michigan User Experience Professionals Association. His career has spanned equal parts in academia (research at Bowling Green State University), industry (IBM), and consulting.
Serena Riley, CCXP
Director of Customer Experience, LLamasoft, Inc.
Serena is a customer experience expert who specializes in cultivating customer-centricity and employee-elevation. Featured in Amplified Customer Experience: "Getting immersive to create alignment, and empathy" and on Walker Info's "The CX Leader Podcast" on Best Practices in CX, she enables organizations to drive solution and experience improvements, increasing engagement and delivering happiness to customers and employees for over 15-years.
Vice President, User Experience, Blue Flame Thinking
As the Vice President of User Experience, Tim is focused on refining digital processes and rolling out new organizational tools that improve user experiences for our clients and their customers—and us! Tim is a veteran of the digital industry, having worked in large organizations like Meijer and with several smaller agencies. He has experience building high-fidelity mobile prototypes for brands like Apple and Sony. He’s also done UX work on sales and training apps and for medical devices, including replacement knees and hips. Thanks to this wealth of experience and an innate sense of thoughtfulness and natural curiosity, he helps us navigate constantly shifting industry developments and priorities.