OUR Advisory Board
The HorizonCX Advisory Board is a team of business professionals with a diverse set of skills and experiences from within both business-to-business (B2B) and business-to-consumer (B2C) organizations. Each of them has a background in customer experience management and together they provide HorizonCX with valuable insights and ideas to help us identify new and unmet market needs that fit within our unique business model to help us succeed. This team of advisors offers us very unique and individual perspectives gained through years of practical and in-depth business experience.
Alec Dalton, CRDE, CHIA
Sr. Manager, Global Quality, Marriott International
Alec Dalton serves as Senior Manager of Global Quality for Marriott International, the world’s largest hotel company. In this role, Alec balances improving worldwide guest experiences while maintaining profitable, on-strategy hotels across 30 award-winning brands. He is chiefly responsible for developing systems, tools, and training to help operators enhance the performance of the nearly 7,000 hotels in the Marriott portfolio. He also partners with senior executives as an internal consultant on operations strategy and analysis. Applying his passion for empowering hoteliers through technology, Alec additionally serves on advisory teams for Marriott’s satisfaction survey and social media review platform and for the company’s customer relationship management system.
Alec possesses nearly a decade of hospitality experience, spent operating five luxury hotels and holding various corporate positions. Prior to joining Marriott, Alec worked in lodging operations for Walt Disney Parks & Resorts and Grand Heritage Hotel Group. He joined Marriott in 2013, starting in property leadership roles with The Ritz-Carlton and pivoting to corporate positions in Global Marketing and Global Operations. Beyond Marriott, Alec is as an independent consultant on hospitality quality and technology management.
In 2018, Hotel Management Magazine named Alec to the “30 Under 30” list for rising hospitality leaders. Alec graduated from Boston University with dual bachelor’s degrees in business and hospitality administration. The Council for Six Sigma Certification recognizes him as a Certified Six Sigma Green Belt, and the American Hotel & Lodging Educational Institute named him a Certified Rooms Division Executive and a Certified Hotel Industry Analyst. Alec’s scholarly research has been published in the Journal of Foodservice Business Research and in Hospitality Management Learning Modules by Pearson. He frequently lectures on topics in hospitality operations and quality management. Alec holds membership in the American Hotel & Lodging Association, the American Society for Quality, and the Customer Experience Professionals Association.
VP, Customer Experience, Eastern Bank
Since introducing the customer experience role at Eastern Bank in 2008, Rich has managed and evolved CX at the company to where this strategic initiative is deemed a corporate imperative in sustaining a differentiated, competitive advantage. His role encompasses the breadth and depth of the CX discipline: program design & delivery, VOC measurement & financial linkage, insight analysis & reporting, governance & strategy, and principle CX advocate & transformationalist. He tirelessly engages with frontline colleagues, business line leaders and executive management to leverage the voice of the customer in a way that drives both better customer and employee experiences, and importantly, the desired business performance outcomes.
Rich’s relentless pursuit of leveraging essential outside in, customer-centric perspectives into everyday decision-making has helped Eastern sharpen its focus on and alignment around the customer while supporting the company’s brand promise, “we do good things to help people prosper.”
Prior to Eastern, Rich’s banking career included stints at Chemical/Chase in New York, Shawmut/Fleet in Boston and as principle of his own strategic research consulting firm focused on delivering differentiated value to high-revenue small business and consumer customer segments.
Marketing Executive and Business Visionary
In a career spanning more than 30 years, John has directed industrial marketing and product management functions in both multi-national manufacturing companies and a technology start-up. His areas of expertise include strategic marketing, new product development, the establishment of alternate sales channels and the implementation of Voice of the Customer and Customer Satisfaction programs. Haynes has undergraduate degrees from the Massachusetts Institute of Technology in Architecture and Civil Engineering, a master’s degree in Business Administration from the Harvard Business School and holds five U.S. Patents.
Customer Experience Strategist
Mindy is a customer experience professional who partners with diverse teams developing and implementing end-to-end customer-centric programs to get, keep and grow the best customers. She has spent the past two decades working with B2B service industry brand leaders providing customer insights and business solutions that drive customer retention.
Mindy has a passion for understanding both the needs of the business and customer; driving programs to create alignment. Her programs have resulted in reduced attrition, increased employee engagement and NPS scores. She is a former board member of the S. Florida CXPA and SCIP and a contributing member of the CCO.
A Florida native, Mindy holds a B.S degree from Palm Beach Atlantic University and MBA from Nova University. A six-sigma black belt and former PMP, she has been certified in customer journey mapping.
CX Strategy & Trends Advisor
Over the past 25 years, Brett has been a trusted consultative partner to many Fortune 500 companies. He has accelerated growth for middle market companies and guided small entrepreneurs to develop sustainable business models. His rich experience includes supporting both Consumer and Business audiences and working with clients across a multitude of industries, such as Healthcare, Technology/SaaS, Financial Services, Manufacturing (both Durables and Consumer Packaged Goods), Retail/Home Improvement and Automotive. Across each of these engagements, Brett’s greatest strength is understanding the unique aspects of complex scenarios and designing creatively simple solutions that drive tangible and measurable business outcomes.
Based in Atlanta Georgia, Brett holds a Bachelor of Science degree in Marketing and a Master of Marketing Research (MMR) degree from Southern Illinois University at Edwardsville. As part of the HorizonCX Advisory Board, Brett provides leadership vision on industry trends, counsel on emerging products and services, and guidance on profitable revenue generation strategy.
Sarah Simon, CCXP
CX Strategy and Design
Sarah Simon is a CX Design Partner for Verizon Business Group where she works as trusted advisor to customer experience leaders to design transformational, multi-channel digital CX solutions. Always looking for ways to help make CX improvement approachable, she created and took to market the Confirmit Compass CX Assessments, the industry’s first and only academically validated CX maturity model. In her 20+ years of customer intelligence and experience work she’s also consulted for MaritzCX and CustomerSat. She is the 53rd Certified Customer Experience Professional on record with the CXPA and serves on their exclusive CX Experts panel.
Sarah believes great customer experiences don’t just happen; they must be mindfully crafted and fostered to evolve over time. To this end, she helps companies attract, grow and retain business by crafting a data-informed and memorable customer experience. An obsessive Colorado outdoorswoman and lifelong athlete, she has summited hundreds of mountains around the world and section hikes roughly 75 miles of the Appalachian Trail northbound each year, a labor of love that should last her into retirement.
Customer Experience Executive
Over the course of his career James worked in a variety of roles giving him a unique perspective on the importance of the customer experience to organizational success. He spent over 20 years in the scientific software industry as a Product and Program Manager which transitioned into a role at Thermo Fisher Scientific developing and deploying a global CX program driving measurable and sustainable business process improvements. More recently, he returned from a five-year posting in Singapore where he was a member of the Executive Committee for the local USA Girl Scouts Overseas chapter and applied his skills in the non-profit arena to grow enrollment and upgrade the program offerings. He has passion for understanding customers’ needs, wants and desires to make businesses, organizations and products “work better” for them. James has an undergraduate degree in Chemistry from Boston University.