Customer Journey Mapping Playbook
How Well Do You Know Your Customer’s “Moments of Truth”? In the ever-evolving landscape of contact centers, understanding how your customers are interacting with you
October 9, 2024
As an Executive Advisor to The Northridge Group, Joni plays a key role in the strategic assessment and evolution of the firm’s contact center and customer experience solutions. Leveraging more than 30 years of sales, marketing, operations, and finance expertise—as well as an extensive breadth of knowledge in the areas of risk management, technology modernization, compliance, cybersecurity, and fraud—Joni helps counsel Northridge’s Fortune 500 clients on contact center management and operational strategy, including workforce modernization, digital transformation, and business process optimization.
Joni has a long, proven track record of bringing together data and analytics, process automation, and emerging technologies, to drive best-in-class services while maintaining a balanced operational cost structure. At AT&T Joni was responsible for the company’s global finance shared services organization, which was responsible for end-to-end cash management for the company. She led a team of more than 5,000 professionals and processed $150 billion in customer payments and more than 50 million credit applications.
She also served as the executive sponsor of AT&T’s Human Capital Management initiative to implement a new payroll, time reporting, and HR system; and under her leadership as Chief Compliance Officer of AT&T Finance, the company had the lowest fraud rates of the past decade as a result of her implementation of Artificial Intelligence (AI) and machine learning technologies.
Joni is currently a board member for Girls Inc. of Dallas, and previously served as an advisory board member for Southern Methodist University’s ITOM Program at Cox School of Business, and executive sponsor and national board member for several AT&T employee groups and networking organizations.
Each of our engagements is led and performed by dynamic senior-level consultants – many with 20-25 years of industry experience – allowing you to communicate with our team on a peer-to-peer level. .
How Well Do You Know Your Customer’s “Moments of Truth”? In the ever-evolving landscape of contact centers, understanding how your customers are interacting with you
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