Karl Sharicz, CCXP Biography
Karl brings over thirty years of skills and experiences gained in high-tech research and manufacturing B2B environments along with proven business acumen. Throughout his career he has served a broad range of roles within marketing, sales, training, and training management—developing internal and external customer relationship skills and building a decided customer-centric focus along the way. As the founder and principal with HorizonCX, Karl offers his professional services on a contract basis to organizations looking to start or advance their foray into the fascinating world of Customer Experience Management.
In his former corporate role within Tyco SimplexGrinnell, a leading fire and life-safety provider doing business throughout North America, Karl served as Customer Experience Lead where and his team focused on driving those elements of the customer relationship and experience that increased customer satisfaction, reduced customer churn, and increased customer lifetime value.
Karl is steeped in the Customer Experience Management discipline, including developing a customer-centric cultures; determining the voice of the customer and deriving insights and understanding; fostering organizational adoption and accountability; creating customer experience strategies, designing approaches that will achieve customer experience excellence; and setting up metrics and measurement systems that help drive organizational return on investment.
Through his knowledge of adult education and learning styles plus prior experiences as a director of training, he offers additional skills in developing structured learning environments. During his tenure at Tyco for example, Karl developed the Next Improvement in Customer Experience (NICE) Workshop concept that has been in operation throughout the organization since 2010 and driving new levels of customer focus and customer retention. He has developed certification programs for professional services teams, and was a certified consultative sales trainer and coach.
Karl holds a Master’s degree in Education from Boston University. He currently serves on the Board of Directors of the Customer Experience Professionals Association (CXPA) and is on several key CXPA committees. He also served in past leadership positions within the American Society for Training and Development (ASTD). Karl runs blog called The CX Chronicle http://kesghr.blogspot.com and is well published—the two most recent articles of which appeared within two prominent CEM journals. In addition to his professional CX persona, Karl doubles as a singer-songwriter and musician and has recorded two CDs of his original music to date.