Customer Experience Manager, Expedia

Victoria, a seasoned professional with over ten years of experience, specializes in customer experience (CX), Voice of Customer (VoC) insights, and AI-powered CX enablement. She has successfully implemented and enhanced omni-channel CX programs in retail, travel and technology sectors. Her passion lies in managing feedback ecosystems through effective governance and fostering cross-collaboration.

Here are some of Victoria’s notable achievements:

1. Text Analytics Success: Victoria spearheaded end-to-end text analytics programs that directly contributed to business growth. These initiatives led to increased sales, reduced returns, and improved conversion rates.
2. CX Training and Empowerment: Victoria’s passion for knowledge transfer shines through her creation of CX training programs. She has equipped over 1,000 individuals with the skills to leverage customer feedback across all touchpoints. By empowering teams to derive insights from data, she has elevated the overall customer experience.
3. Cost Savings and Efficiency: Victoria’s strategic approach extends to cost management. She streamlined omni-channel CX programs, resulting in $2 million in savings. Her simplification of feedback ecosystems demonstrates her commitment to efficiency and effectiveness.
4. Thought Leadership: Victoria is a sought-after speaker at industry events. From The Quirk’s Event to the Puget Sound Research Forum (PSRF), she shares her expertise on customer experience. Her thought leadership extends to internal company events, CX industry podcasts, and LinkedIn posts.