ServiceXRG is managed by a husband-and-wife team with complementary in-depth industry experience and proven track record of delivering service outcomes. The team offers a balanced perspective with practical, actionable solutions to solve complex service challenges.
Founder & CEO
I started my professional career taking support calls a long time ago. A lot has change in our industry, yet many things remain the same. I have stayed within technology service my entire professional career.
Service is an amazing and unique place. Working with customers and helping them to use products can be difficult but rewarding. I left the “vendor world” to join Gartner Group, then on to the Service and Support Professionals Association, now known as the TSIA, to lead service research and advisory initiatives.
This perspective allowed me to work with many of the most innovative companies and help them tackle some of the most daunting service challenges. It is rewarding to work with so many innovative companies and dedicated service professionals and to help advance the practice and business of technology service.
In 2004 I started ServiceXRG to set a new standard for service industry research to help service leaders anticipate and respond to service trends and challenges. It is time for a new chapter for ServiceXRG and the industry and I am pleased to be part of a transformative new approach to provide insights and expertise to advance the importance and impact of services.
Chief Customer Officer
My entire professional career has focused on helping customers realize the value of technology products through roles in Sales, Product Marketing, Customer Success, and Support.
Throughout all these roles I have been dedicated to delivering solutions that drive success – even before it was a thing. No matter my role or how I work with my customers, it is always about making them successful and doing it so that the business is successful too.
I love the challenge of finding ways for customers to thrive and businesses to grow.
In 2021 I joined the ServiceXRG team from Harris Computer where I headed up Application Support for a portfolio of SaaS products. I bring to the team hands-on experience with implementing CX strategy and customer success-focused initiatives, performance monitoring with scorecard metrics and measures, team and process improvements, application of service technologies, and data analytics.