🌟 Founder, Practical CX. Customer experience advisor, blogger, speaker, content moderator, and community-builder. Ph.D student. ✍️👩‍💻🎥📚🌟 🌟 Former EY, Qualtrics, U.S. Fed. 🌟 Just published: Dictionary of U.S. Federal Government Customer Experience Terms, Phrases, and Acronyms: A Guide for Practitioners and Consultants. 📚 I work with government agencies, B2B, tech, and professional services brands.⭐️ Doctoral areas of interest: red tape, customer-focused organizational change, and leadership. Certified Customer Experience Professional. Founding member of CXPA. 💻 www.practical-CX.com