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Aimee Lucas
Customer Experience Transformist & Vice President, Temkin Group, Temkin Group

Aimee has over 15 years of experience improving service delivery and transforming the customer experience through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing and instructional design and training.

Aimee’s research and consulting efforts are dedicated to transforming customer experience within large organizations. She leads the Temkin Group’s research in the areas of employee engagement and B2B customer experience. She regularly speaks at industry events and leads training workshops.

Prior to joining Temkin Group, Aimee implemented the client experience strategy and managed the Voice of the Customer (VOC) program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Her work included planning and managing strategic initiatives and collaborating with cross-functional teams to introduce "new-to-company" functions and improvements. She also started the firm’s internal market research function.

Aimee is a graduate of the University of Notre Dame with a bachelor’s degree in marketing management.

#CXO chat recap: Sustaining customer experience change

February 20, 2014 | by Aimee Lucas, Customer Experience Transformist & Vice President, Temkin Group, Temkin Group
When an organization sets out to become more customer-centric, lots of changes have to happen. Employees—from senior executives to the frontline—must change and adopt new behaviors and mindsets. Processes and technologies must change to reflect the company’s customer-centric desires. Large-scale...