Cary Cusumano

As a Certified Customer Experience Professional (CCXP) and Certified Lean Six Sigma Black Belt, Cary Cusumano embodies the full suite of skills necessary for both the discernment of customer sentiment and satisfaction as well as the execution of process improvement actions critical to enhancement of the customer experience.

Cary created an innovative customer journey reconstruction method that incorporates multiple sources of Voice of the Customer (VoC) and Operational Support System (OSS) data to document the timeline of actual customer touchpoints that led to an eventual customer complaint, with subsequent root cause elimination.For this, he was recognized by the Customer Experience Professionals Association (CXPA) in 2016 to receive their annual CX Impact Award.Speaker, writer and consultant to some of America's most admired brands in retail, travel and hospitality, manufacturing and utilities, Cary is a respected leader, subject matter expert, and practitioner of strategic business transformation methods who skillfully fuses the art of customer insight analysis with the science of continuous statistical process improvement to build exceptional customer experiences.