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.

Lilupa Munindradasa, Development Team Leader

Lilupa Munindradasa is CX Workout’s development team leader and is a Software Architect with Aeturnum Inc. He has been instrumental at guiding the technical vision for the CXW product. Lilupa has 15 years of experience in developing Software Platforms focusing on areas such as Cloud Computing, Micro Services, Domain Driven Design, Enterprise Search, Enterprise Integrations and Online Payments.

The CX Workout Network

CX Workout has partnered with leading consultants to provide expert services that support application of the software platform.
Certified CX Workout Network Consultants include:

Annette Franz of CX Journey: Annette Franz is CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients ground and frame their customer experience strategies in/via customer understanding. Her passion lies in teaching companies about customer experience and helping them understand the importance of the employee experience to a great customer experience. She has 25 years of experience in the CX space and has been recognized as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and by several other organizations as a top influencer in Customer Experience. She is an active CXPA member, as a CX Expert, CX Mentor, and a SoCal Local Networking Team Lead; she also serves as an executive officer on the association’s Board of Directors.

Reach Annette at: annette@cx-journey.com

Andrea Memenas of Lightswitch: As founder and Chief Experience Officer at Lightswitch, Andrea Memenas helps clients build brand and bottom line by turning customers into raving fans. Having done customer experience work for over 14 years, she is a pioneer in the field, assisting both B2C and B2B companies identify, design and operationalize customer-centric change. Her innovative work has energized clients such as Experian, American Airlines, Pacific Gas & Electric, Gateway and AMD to improve their customer experience and achieve profitable business growth.

Reach Andrea at: andrea@lightswitchcx.com

Jeannie Walters of 360Connext: Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in evaluating and improving the customer journey. Jeannie is a Certified Customer Experience Professional (CCXP), a CX Expert Panel member for the Customer Experience Professionals Association, a Professional Member of the National Speakers Association, and a TEDx speaker. She also co-hosts a top-rated podcast on customer experience and customer service, Crack The Customer Code. She’s passionate about making the everyday interactions we all have as customers better and writes, speaks, studies and trains on customer experience and patient experience issues around the world. Her mission is “To Create Fewer Ruined Days for Customers.”

Reach Jeannie at: jeannie@360connext.com

Mike Wittenstein of StoryMiners: Mike Wittenstein is the founder of StoryMiners, one of the world’s first experience design agencies. With over 500 projects in over two dozen countries, StoryMiners knows how to help brands connect with their customers—primarily through experience design, journey mapping, cultural architecture, and capability building. As a consultant, coach, designer, or speaker, Mike inspires people and gets them thinking and doing! He works in four languages (English, Portuguese, Spanish, and Russian). His focus is on value creation for clients and how to make deliver them in ways that last.

Reach Mike at: mike@storyminers.com

Steven Carleton of CustomerMatters:  Steven Carleton spent the last 15+ years in Silicon Valley building and leading teams at eBay, Apple, Genentech, and Sun Microsystems. Prior to his corporate career he flew rescue helicopters and ran flight operations for the Pacific area in the US Coast Guard. He has deep experience in the operational excellence domain, and though he loves that work, his passion is Customer Experience (CX). After leaving eBay, Steven started CustomerMatters, a CX consultancy. His unique offering marries the ability to not only assess and diagnose a client’s CX state and desires with a ‘roll up the sleeves’ operational experience that helps clients execute their CX strategies.

Reach Steven at: steven@customermatters.io