Sandra Mathis | HCL Blogs

Sandra Mathis

Director, Digital & Analytics , HCLTech

Writes About :

With over 15 years of customer experience, and consumer and customer insights experience, Sandy is a Certified Customer Experience Professional (CCXPA) and serves as a Customer Experience Director. She is focused on strategy, measurement activities, and identification of actions which improve the customer experience. Sandy helps organizations and clients across a variety of industries to develop customer & employee experience strategies, measurement programming, actioning of insights, and facilitate workshops focused on: journey mapping and employee engagement, to enable organizations to move the needle with customer/ consumer/ employee experience adoption, as well as human experience and digital/user experience for higher loyalty and satisfaction.

In addition, Sandy provides subject matter expertise to Customer Experience projects, including selling services to new and existing clients alike.

CX Tools of the Trade, Part 2: Customer Personas

By:

Sandra Mathis, Director, Digital & Analytics

In the “Tools of the Trade” series, we focus on commonly used customer experience tools and practices. The series kicked off with empathy mapping, a common yet often misused and misunderstood customer experience (CX) tool that is often confused with ...

CX Tools of the Trade - Part 1

By:

Sandra Mathis, Director, Digital & Analytics

Like a dripping, leaky pipe, customer dissatisfaction and churn sound similar. Customers rarely leave without warning; they often signal their discontent multiple times before parting ways. Byt he time underlying issues are addressed, the damage coul...

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