I don’t often mix my work life and my theater life, but I recently authored the following article as part of my “first career” duties that ties again lessons in the theater world and how they apply to the field of customer service / customer experience.

I also previously chatted with speaker Andrea Joy Wenburg on a similar topic in her “Voices of Influences” podcast back in August, 2020, where I discussed how navigating the theater world provides key lessons for navigating the customer experience space.

Outside my theatrical pursuits, I currently serve as CX Advisor at the company Freshworks and have spent over 12 years managing global customer experience organizations and promoting technological changemaking. Specifically, I specialize in building customer service departments from the ground-up, with a focus on scalability, infrastructural agility, product innovation, and gold-standard quality and efficiency. Previously, I served as AVP of Consumer Transactions at the event ticket marketplace TicketNetwork, the inaugural VP of Customer Experience at the food tech company Freshly, and also SVP of Customer Experience at the fintech company Albert.

I consider theater “my second job that doesn’t pay as well.”

You can read the full article here!