HorizonCX, LLC

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 in 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 CEO of HorizonCX, Karl offers professional services to organizations in two general categories.

• Small to medium-sized businesses aiming to begin the Customer Experience journey

• Large enterprises on the Customer Experience journey aiming to bring it to the next higher level

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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.

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Karl is steeped in the Customer Experience Management discipline, including developing 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.

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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 leading to increased customer retention. He has developed certification programs for professional services teams and was a certified consultative sales trainer and coach.

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Karl is a United States Air Force veteran and served during the Vietnam era.  He holds a Master’s degree in Education from Boston University, is actively engaged with the Customer Experience Professionals Association (CXPA), initiated and led the CXPA Boston Network and event planning committee. Karl also formerly served on the original CXPA Board of Directors for five years as well as having served on several other key CXPA committees. He also served in past leadership positions within the American Society for Training and Development (ASTD). In addition to his professional CX persona, Karl doubles as a singer-songwriter and musician and has recorded two CDs of his original music.