Team

Joe Wheeler, Founder & CEO

Joe Wheeler is the CEO of CX Workout, a wholly owned subsidiary of The Service Profit Chain Institute, a Boston-based consulting firm dedicated to helping companies achieve better performance by improving the linkage between employees, customers and profits. The Service Profit Chain Institute was founded by Mr. Wheeler and Professors James Heskett and W. Earl Sasser of the Harvard Business School. In 2008 Joe co-authored a new book: The Ownership Quotient, Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage (HBS Press Dec 2008) with Professors’ Heskett and Sasser. Prior to launching The Service Profit Chain Institute, Mr. Wheeler was the Quality and Productivity Executive for Bank of America. Prior to this, he was an Executive Vice President with The Forum Corporation where he managed the firm's Customer Experience Consulting Practice and co-authored a best-selling book on the subject, Managing the Customer Experience – Turning Customers into Advocates (FT Prentice-Hall 2002). Mr. Wheeler completed his Masters in Business Administration at the Edinburgh Business School.

Laura Gallant, Director Operations and Finance

Laura Gallant has over 20 years experience in the Financial and Software Industries. She was most recently Vice President of Human Resources, Solcorp, a division of EDS and prior to that led SunLife Financial’s Quality Service department. Laura holds a Bachelor’s of Commerce with Honors and an MBA from Dalhousie University in Canada. She has many industry designations including a Fellow of the Institute of Canadian Banker’s (FICB) and her HRP designation form the Personnel Association in Canada.

Alexander Doak, Director Customer Success

As CX Workout’s Customer Success Manager, Alexander provides customer and technical support to our clients and partners. Alexander is an expert in developing online knowledge bases and joins CX Workout from positions in several SaaS-based software firms including Time Doctor and Staff.com.

Kristin Pilkington, Senior Associate

Kristin is a customer experience professional with a broad background helping organizations understand how digital transformation can help them overcome challenges and gain competitive advantage. She joins us from Cisco, where as a CX Advisor she worked in a consulting capacity helping their enterprise customers (Western Union, Cabela’s, MGM Resorts, DaVita, Intermountain Health, Zions Bank) understand how technology can help better meet customer needs, improve loyalty and reduce cost to serve.  Prior to moving to the United States she worked for TVL (owned by Cable & Wireless) in Vanuatu, where in her role she was instrumental in helping the organization move to a customer centric model after being a monopoly for more than 30 years.  Kristin completed her Bachelor of Science from the University of Waikato in New Zealand.

Robert McCracken, Development Team Leader

Robert (Bob) McCracken is CX Workout’s development team leader and is a Technical Lead with Aeturnum. He has been instrumental at guiding the technical vision for the product. Bob graduated from University of Wisconsin-Milwaukee with a BS, in Computer Science and the University of Rochester with a  BA in English.