Member since June 2015
My formal bio:
I’m a senior business and marketing consultant with 15+ years of experience working with leaders and executives – from startups to Fortune 500s – to translate their corporate vision into compelling strategies and actionable plans. I’m a collaborative leader who can manage small or large teams and build consensus between marketing, IT, sales, operations, and product stakeholders to achieve company goals. I have strong expertise in customer experience and am passionate about creating cohesive strategies for digital transformation, product marketing, business processes, and branding that result in successful launches, increased product adoption, lead generation, and revenue growth.
I enjoy sharing my industry knowledge and have spoken at the national Agile conference (Agile 2014 and 2015) and Big Design Dallas. I have also published numerous articles about user experience trends, chatbots, and voice interfaces. You can also catch me writing about technology innovation, women and leadership, sexual harassment, and customer experience (my blog).
Secondary bio:
Mary Brodie is an experience strategy leader and founder of Gearmark. She has been helping companies create memorable customer experiences, online and offline, for over 20 years. From apps to content strategy to lead gen programs, Mary has helped companies achieve results that contribute to the bottom line. But achieving great results takes a great team that works well together. Mary's work extends into team dynamics and internal processes. She believes that the internal employee experience of a company is just as important as the customer experience it creates.
I help leaders and executives clarify their vision, communicate and implement it so they achieve their goals and ultimately, make more money. I love to help companies success and increase profits!
It was all an accident how I started working in customer experience. I was an administrative assistant in a support team with a Master's degree, looking for a challenge. I noticed that the support engineers would wander off to leave one poor soul to answer all the calls. Or they wouldn't take calls because they were solving customer issues. The problem was the customer experience when people called. They would wait for hours to get a call back or get an overworked engineer to help them.
I worked with the managers and the team to get them to work together and improve the experience. The work I contributed helped the team win an award for outstanding support.
During my time in that position, I also got a project to work on - create and manage the support site. There was an outside agency working on the FAQ area; I was supposed to build up the other content area. I took it from there! I really enjoyed working on the site and moved into marketing to work on the site full-time. The rest is history!
It was all an accident how I started working in customer experience. I was an administrative assistant in a support team with a Master's degree, looking for a challenge. I noticed that the support engineers would wander off to leave one poor soul to answer all the calls. Or they wouldn't take calls because they were solving customer issues. The problem was the customer experience when people called. They would wait for hours to get a call back or get an overworked engineer to help them.
I worked with the managers and the team to get them to work together and improve the experience. The work I contributed helped the team win an award for outstanding support.
During my time in that position, I also got a project to work on - create and manage the support site. There was an outside agency working on the FAQ area; I was supposed to build up the other content area. I took it from there! I really enjoyed working on the site and moved into marketing to work on the site full-time. The rest is history!
