From JC
I've spent years navigating the corporate world, but it wasn't until I had a profound realization that everything clicked into place: our relationships—whether with customers, employees, business partners, or the communities we serve—either thrive or falter based on our expectations.
This insight set me on a journey to explore the power of managing expectations and the conversations that bring clarity and focus to our relationships. I've delved into the strategies, practices, and technologies that help us understand, negotiate, and meet expectations, and I'm excited to share what I've learned. Now, I write, speak, and facilitate workshops on this topic.
But there's another side to my story. As a storyteller at heart, I've had the joy of co-creating stories with my children over the years. These tales are woven with themes of positivity, encouragement, self-reflection, and kindness—values that I believe can inspire us all.
I hope that reading my books will bring you as much joy and insight as writing them has brought me. I'm thrilled to share my stories with you and look forward to connecting!
JC
Career
I began my career with 10 years of decorated service in the U.S. Air Force, which sparked a lifelong passion for training & education. I went on to lead user education at the 7th largest research park in the U.S., help drive a $254M acquisition at Mastering Computers Education, and founded SalesLogix University before leading similar educational initiatives as an executive leader at Newton Excellence Organization, ADP, and DHL.
My love of innovation led me to the growth and acquisition of Client Profiles Dynamics (CRM for Legal). I then joined Hewlett-Packard as VP of the Microsoft Latin American business. I later became Global Head of Customer Innovation, where I launched HP’s Customer Experience (CX) Insight Center and the CX Center of Excellence. During this period, I also co-founded the CX and Human-Centered Design Thinking certificate program at Rutgers University (now at 32 U.S. business schools). After leading hundreds of innovation labs as DXC’s ENVISION Managing Partner, I launched and sold my own Innovation consulting company, DialoguePrime. I now help clients improve expectations conversations that enhance innovation across people, processes, and technology initiatives.
I earned a Master’s in Industrial/Organizational Psychology and completed Ph.D. work in the same field, further deepening my focus on how people learn, connect, and innovate.
Thank You Alumni!
CX and Human-Centered Design
My sincere thanks to the thousands of students who have allowed me to share the value of customer experience and human-centered design thinking at universities throughout the United States.
