Trina Brown, MBA, CCXP

Experience

• 

  Fairmont Copley Plaza

  May 2006 - Feb 2007

  Front Desk Agent
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  John Wiley and Sons

  Feb 2007 - Apr 2021

  Led enterprise-wide Customer Experience (CX) initiatives to enhance customer satisfaction, retention, and engagement. Developed and executed CX strategies, aligning marketing, sales, product, and operations to improve the end-to-end customer journey. Leveraged qualitative and quantitative research, leading key initiatives such as journey mapping, persona development, and segmentation to uncover unmet customer needs. Championed Design Thinking through 20+ cross-functional workshops, fostering collaboration and driving actionable improvements. Synthesized insights into compelling narratives to influence decision-making and drive strategic business impact.Drove organizational transformation by embedding a customer-first mindset and establishing governance frameworks. Spearheaded brand positioning and experience alignment, launching a brand health monitoring program and delivering strategic recommendations to improve awareness and differentiation. Led initiatives that resulted in a 61% increase in NPS, 8% gain in future intent, and a 97% client renewal rate.Created the business plan and vision for an enterprise-wide knowledge management platform, ensuring centralized access to critical insights. Established a CX insights strategy, centralizing 2,000+ research projects to improve oversight, best practices, and measurement. Partnered with executives to shape product innovation, process improvements, and customer-driven transformation. Show less

  • Senior Manager, Customer Experience

    Jul 2015 - Apr 2021

  • Manager, Strategic Market Analysis

    Dec 2014 - Jul 2015

  • Strategic Market Analyst

    Jan 2014 - Dec 2014

  • Associate Marketing Manager

    Oct 2010 - Jan 2014

  • Assistant Marketing Manager

    May 2009 - Oct 2010

  • Senior Marketing Assistant

    Jan 2008 - May 2009

  • Exhibits Coordinator

    Feb 2007 - Feb 2008
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  IDC

  Apr 2021 - Jul 2022

  Director of Customer Experience

  Directed the global expansion of IDC’s CX program, transforming it from an ad-hoc initiative into a strategic driver of customer loyalty and retention. Developed the CX vision, strategy, and roadmap, prioritizing key improvements to enhance the customer journey. Led change management efforts to foster a customer-centric culture and established a Center of Excellence to deliver best-in-class experiences at scale.

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  Material

  Jul 2022 - now

  Senior Director, Experience Management