OUR Advisory Board

Alec Dalton inspires exceptional experiences using service science. Leveraging over a decade of experience in the hospitality industry, Alec is a Co-Founder and Partner of the Hospitality Leadership Academy. The consultancy supports brand names and boutique businesses alike with service-oriented customer experience strategy and training. He proudly serves as an Advisory Board Member for HorizonCX, in addition to being a member of the Board of Directors for the Customer Institute. Alec’s publications include co-authorship of the textbook Operations Management in the Hospitality Industry and the first two international best-sellers in the series Customer Experience. In 2018, Hotel Management Magazine named him to the “30 Under 30” list of rising hospitality executives. In 2021, the Customer Experience Professionals Association recognized Alec with the inaugural Emerging Leader in CX Award

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.

Mike brings over 25-years of customer focused sales and leadership acumen to HorizonCX.  His most recent role was scaling sales for a marketing to sales strategic consultancy focused on brand alignment.  He began his formal CX journey in early 2021, earning the CX-PRO Certification.

Early in Mike’s career, he held a variety of customer facing roles in luxury retail prior to entering the commercial interiors industry.  Over the next 20-years, he held leadership roles in international sales, global sales and operations, and sales training – supporting a $1B division with 300 sales professionals.  Perhaps his most valuable role was leading business development for a global strategic accounts team primarily serving B2B Fortune 100 brands.

As Director of the Corp Engineering Solutions PMO, Reginald Chatman is responsible for delivering on a portfolio of software projects that make life easier for Googlers at Google.  He has nearly 30 years’ experience in the areas of Customer Success, Customer Care, and Customer Loyalty at global brands such as Apple, Cisco, and now Google. Chatman holds a bachelor’s degree in Industrial Engineering from Louisiana State University and an MBA from the University of Colorado. He is also a certified PMP and Six Sigma Green Belt.

As a dynamic and enthusiastic customer experience strategist, Patty gets excited about the whole process – and gets results. Her inner nerd loves to analyze data, create strategies, and set metrics that work to amplify brands, thrive in competitive markets, and excel in financial results to reach operational excellence. With an energetic personality, Patty engages with the team cross functionally, from the front line to the C Suite to create customer-centric cultures, drive change management and continuous improvement. All of this culminates in operational excellence and success for everyone!

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.

Jerry Seufert is a consultant, executive coach, and small groups facilitator based in Alpharetta, Georgia, along with being a resource to CXPA local networks and CX practitioners.  Jerry is an accomplished customer experience visionary, executive counselor, product advisor, change management expert, critical thinker, writer, and facilitator.  Jerry’s ‘first home’ was in the health industries where he led more than 100 projects for hospitals, health systems, provider groups, federal and state health agencies, and solutions vendors, and now serves clients across a number of product and service sectors and individuals at all stages of their professional journeys.  Jerry has a B.S., Biology, and M.S., Industrial Engineering, from Rensselaer Polytechnic Institute.

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.

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.

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.

Peter brings over 25 years of experience and an extensive track record of designing, implementing and managing customer insights programs directly targeted to impact the value of customer relationships. In companies including Digital Equipment, EMC, and Staples, he inspired a deep understanding of the art and science of effective Voice of the Customer research and applied it to customers through various types of market research, transaction surveys, extensive global relationship programs, and Executive Interviews.

At HorizonCX, Peter provides marketing and promotional support focusing on:

• Identifying new CX business opportunities in existing markets
• Growing and expanding existing CX business engagements
• Following CX trends and recommending new targets for market expansion