Hi, I’m Laura.

I am a strategic and innovative, hands-on, design leader who envisions the future of customer experience for companies as well as the products, and services that support the most meaningful moments along a customer journey. I then align teams and organizations to own, orchestrate and fulfill this future, thus improving customer lifetime value, net promoter score, and customer satisfaction, among other core KPIs.

My twenty-five year career across almost every industry enables me to leverage a wealth of knowledge to drive business innovation and organizational change. I have both in-house and agency experience and I have led programs for Sam’s Club, Disney, Thermo Fisher, Cancer Treatment Centers of America, Singular Genomics, Restore Hyperwellness, Stryker, H&R Block, Best Buy, Expedia, Southwest Airlines, CLEARme.com, HP, TrueCar, Northwestern Mutual, United Rentals, The New York Times, AT&T, GE, and Cognitive Scale, to name a few.

My latest endeavors include the use of generative AI as a mindset when designing the future of a company’s B2B2C experience leveraging prior work designing AI into insurance, financial, automotive, and consumer experience strategies. View my recent AI 2024 Report.

I’m always open to discuss leadership opportunities. Let’s connect.