Friday, September 22, 2017
Ignite! CX Conference Speakers
CCXP Customer Experience Transformist, Temkin Group
Jen has extensive experience as a customer experience practitioner and a market research professional. Her areas of expertise include customer insight, voice of the customer, text analytics, and all facets of market research involving customer satisfaction, new product design, and benchmarking studies.
Prior to joining Temkin Group, Jen was a key contributor to the development and implementation of customer experience programs at Constant Contact. Here, she brought a higher level of analytic depth and understanding to the company’s voice of the customer insights, which increased the credibility, reach, and effectiveness of its customer experience initiatives. Past projects include establishing the first text analytics function, completely redesigning the customer satisfaction survey, and launching a comprehensive partner insights program for indirect sales channels. In an earlier role at Bose Corporation, Jen designed and managed an extensive voice of the customer research program that was used across all of Bose’s North American sales channels, including retail, call center, online, and customer service.
Jen holds a master’s degree from Boston University’s College of Communication, where she concentrated in applied communication research. She received her bachelor’s degree in international relations and Spanish from the University of Delaware.