Karl E. Sharicz, CCXP | CEO
- Small to medium sized businesses aiming to begin the Customer Experience journey
- Large enterprises on the Customer Experience journey aiming to bring it to a next higher level
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 leading to increased customer retention. He has developed certification programs for professional services teams and was a certified consultative sales trainer and coach.
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) and leads the CXPA Boston Network and event planning committee. Karl also formerly served on the CXPA Board of Directors 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). Karl 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.
Joe Camirand, CCXP | VP
At HorizonCX, Joe provides sales and services leadership and support with primary focus on:
- New business development & account management
- Development, implementation & delivery of Customer Experience (CX) workshops & deliverables
- Partnership/contractor development, training & management
Prior to joining Confirmit, Joe held the positions of Vice President of Research & Consulting Services at MarketTools, Inc., Vice President of Services at CustomerSat, Inc., and Director of Account Management/General Manager of Client Service Operations at Omega Management Group Corp., a research firm specializing in the design and implementation of customer loyalty management strategy programs. As General Manager of Client Service Operations, he had full accountability for the execution and delivery of all customer and market research studies including customer satisfaction & loyalty measurement, won/lost business reviews, executive interviews, focus groups and competitive benchmarking.
Joe holds both a Bachelors of Science and Masters in Business Administration. He is a Certified Customer Experience Professional (CCXP) though the Customer Experience Professionals Association (CXPA) and was also certified in Customer Experience Management (CEM) through the Strativity Group.