Welcome to my résumé! My name is Rebecca [Becky] Roemen and I am a practiced Customer Experience (CX) Transformation Strategist with demonstrated success in Digital and Customer Experience transformations. My background tells the story of a dynamic, dedicated and highly-motivated CX professional with advanced expertise across solutions consulting, implementation, delivery and sales. My background offers technical engineering, marketing and business strategy acumen paired with optimal communications, stakeholder relations and cross-functional operations knowledge.
My innate passion for the delivery of digital transformation & disruptive business technologies is married with my marketing and business strategy background. I serve as a thought leader in the CX space with several industry publications and certifications. Expertise in both technology and marketing give way to refined capabilities in developing and implementing a transformational CX strategy that provides value and drives customer loyalty. I can provide guidance on emerging contact center channels and technologies including predictive chat, social media, community, self-help and mobile support platforms.
My professional focuses include:
- Contact Center Design & Operations
- Omni-channel Customer Experience Design
- Website Customer Experience Design & Journey Mapping
- Customer Lifecycle Management & Analysis
- Customer Journey Mapping
- Digital Transformation & Change Management
- Technology Roadmapping
- Global Customer Engagement & Relationship Management