Who We Are

    Meet Ingrid & Christine

    INGRID Lindberg

    Founder & Customer Experience Officer

    Ingrid is passionate about customer experience. One of the first customer experience officers in the country, she’s been leading the charge for over 20 years. Ingrid’s presentations across the U.S. and Europe have received rave reviews from executives and staff, praising her energy, enthusiasm and practical advice.

    The first CXO in the country, Ingrid has created best practices in customer experience through her extensive hands on experience.

    As the Chief Customer Experience Officer for Prime Therapeutics, Ingrid was responsible for leading the transformation of the company from a business to business to a business to consumer model. Prime went from the bottom of the CX rankings in the  health care vertical to the top, achieving 96 percentile satisfaction and experience rankings. While Chief Experience Officer at Cigna, Ingrid was recognized for exemplary customer strategy development. Her concentrated efforts led to improved experiences for countless members through better communication and 24/7 customer service. Cigna’s Words We Use is the benchmark for health plan communications in America.

    Ingrid has held a broad range of roles with American Express, Ceridian, SSgA, Ameriprise, First Data, Pillsbury, Pier One and others.

    Ingrid calls Florida home, but has spent time in Minneapolis, New York, Connecticut, and too many airports to mention. Ingrid grew up in Hawaii, where she first learned the meaning of hospitality and serving others.

    Awards and recognition

    • Multiple awards for customer experience excellence
    • 2014 Silver Maverick of the Year by the Stevie Awards for Women in Business
    • She and her team awarded the 2014 Gold Stevie for the best new consumer product or service of the year for primehelps.com
    • Stevie awards for customer communications
    • Gold CRM Award by Gartner, Inc. for implementation of Customer Experience Strategy
    • Global 40 Under 40 in Marketing for customer experience leadership and impact on the health care industry
    • Business Insurance Woman to Watch
    • Work highlighted in an IBM Global Business Services case study called Don’t yield on customer trust: Navigating the customer experience journey on the rough road ahead

    Speaking

    A well-known international public speaker, Ingrid is frequently quoted by top publications including the Wall Street Journal and the New York Times.

    CHRISTINE Cosby

    Director of Communications

    With over 20 years in marketing communications from corporate travel to trade and member associations, from financial services to health care, Christine’s talked to a lot of different customers.

    And she’s learned that they all want the same thing. To trust the companies they do business with. To be treated like people. To be understood. And to get information they can understand without a dictionary. Pretty simple, really.

    With experience in corporate communications, member and client communications, as well as member and employee training, Christine knows how make what needs to be said accessible and understandable to a variety of audiences.

    Companies Christine has helped: Capital One, Cigna, Prime Therapeutics, American Banker’s Association, American Public Transportation Association, National Association of Social Workers, Rosenbluth Travel (purchased by American Express Travel).

    Ingrid has great enthusiasm for her work which she approaches in an effective and practical way. “The Mayor of Customer Town.” She is a great advocate for customers and seeks ways to serve and delight them as it makes business sense. Ingrid is easy to work with, is able to cut to the heart of the matter at hand and is results focused. She has a nice way of showing people the things they do that adversely impact customer experiences while suggesting alternatives for improvement.

    – Steve LaValle,
    Partner/Principal, Ernst & Young

     
    I brought Ingrid in as an agent of change. The operation I took over was not performing well, and there was not a lot of energy or innovation. Ingrid made an immediate positive impact. Her high energy, can do attitude, and fearlessness were important attributes that helped change the culture in the organization. She also got to work, and the changes she made were important in organizing the product and marketing functions. These changes ultimately resulted in some important milestones for us, like launching the first all new service in 7 years. I would not hesitate to hire Ingrid into any organization that I was working in.

    – John Shade,
    CIO, MEI Research, Inc.

    It is indeed a sincere pleasure to offer my highest recommendation for Ingrid Lindberg. I’ve had the great fortune to have worked with Ingrid in three different companies – focused on understanding the customer and improving the customer experience. In each case, Ingrid transformed our service groups from being metric focused to being customer focused and impacted our leadership teams in the process.

    – Bob McVey
    Executive Vice President – Service Operations

     

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