Who We Are
Who We Are
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
A well-known international public speaker, Ingrid is frequently quoted by top publications including the Wall Street Journal and the New York Times.
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).
– Steve LaValle,
Partner/Principal, Ernst & Young
– John Shade,
CIO, MEI Research, Inc.
– Bob McVey
Executive Vice President – Service Operations