Karl E. Sharicz, CCXP | CEO
“Karl, You are the most passionate customer focused person I know and I love it!”
William Ryan, Chief Strategy and Marketing Officer, U.S. Venture, Inc.
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 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 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
Mr. Camirand is a senior executive with over 20 years of experience as a sales and services professional in a broad range of disciplines. These include executive management, service operations management, professional services, training, market research, outside sales, and strategic account management. He is a skilled manager of people, projects, and resources in the area of customer experience (CX) program design & implementation and learning & development.
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 HorizonCX, Joe lead service delivery for Confirmit, a leader in online survey technology for Voice of the Customer (VoC), Voice of the Employee (VoE), and Market Research. As Vice President of Consulting Services in the Americas, his primary responsibilities included customer experience research & consulting, survey design & programming, project management, and client training.
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.
Peter Swaim, MBA, CSSGB, CX-PRO
VP, Marketing, Business Development, Training Facilitation
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
As a resident knowledge expert before joining HorizonCX, Peter provided executive-level evidence-based guidance based upon customer insights for management teams in Sales, Marketing, Product Management, and he provided key strategic insights from unique analysis methodologies, including Neural Networking, financial linkage, and proprietary loyalty modeling. Having worked in both B2B and B2C settings, he has seen the application and value of qualitative as well as quantitative research to gain multi-dimensional perspectives of customer behavior and intention.
Peter has an MBA from Northeastern University, a Six-sigma Green Belt, has been a member of the CXPA, and is a HorizonCX CX-PRO. He also has been involved in various non-profit organizations including a long-standing relationship with a summer camp for disadvantage children of New England. As an avid cyclist, he has supported fundraising for cancer research and family support on behalf of institutions including Dana-Farber Cancer Institute, Massachusetts General Hospital, and the Dartmouth’s Norris Cotton Cancer center. Peter lives in Wellesley, Massachusetts.
Alden Suokko, CX-PRO, Business Development Representative
Alden Suokko is a customer experience business development representative (CX-BDR) for HorizonCX with experience in both industrial design and sales. Those experiences include retail sales, user experience design, product design, and user interface design. In addition to design and sales, Alden races road bicycles semi-professionally and continues to race enduro mountain bikes.
At HorizonCX, Alden provides sales and and business development support with a primary focus on:
- New business development and client acquisition strategies
- Promotion of Customer Experience workshops and deliverables
- Social media marketing and prospecting
Alden is an Industrial Design student at the Massachusetts College of Art & Design in Boston Massachusetts—class of 2020. Prior to joining the HorizonCX team, he led a Lean Design and Development graduate class project at Northeastern University exercising his team-building skills within a diverse group of individuals across a range of disciplines and coaching them through the design process. He also gained some key experiences working with both designers and customers in a variety of roles including a month-long excursion to Marrakesh assisting an internationally acclaimed artist and his team of Moroccan craftsmen. To appreciate some of Alden’s design concepts, please check out his design website at https://aldensuokko.com. In Alden’s words, “I have always been drawn to products that enhance the user’s experience both in the comforting feel of the product working well and the joy that comes from using it.”
Russ Onofrio, CX-PRO
VP, Operations, Strategic Planning & Execution, Training Facilitation, Call Center Management
Russ is an operations leader with more than two decades of knowledge and experience in organizations ranging from start-ups to larger organizations looking to improve operational performance in a variety of industries including Financial Services, Technology, and Healthcare. He has led initiatives to improve and transform multisite customer operations, streamline and redesign policy and procedure, improve the customer/client experience, with technology to improve capacity and efficiency. Russ has been invited to speak nationally and internationally on the topics of operational metrics, performance management and employee motivation with organizations like PACE (Professional Association of Customer Engagement), NECCF (Northeast Contact Center Forum) and various contact center vendor events.
Russ is a partner at Cross-Rhodes Management Consulting, who specializes in analyzing, improving, and designing business processes to enhance the employee and customer experience as well as reduce cost with a focus on the contact center industry. Cross-Rhodes helps companies rethink how work gets done by optimizing the way people and tools work together to deliver results.
Russ partners with HorizonCX to provide contact center industry knowledge and expertise with a focus on:
- Contact Center Optimization, Performance Improvement and Process Design/Re-design
- Workforce Management and Capacity Planning/Modeling
- CRM/AI/Cloud Technology
- Customer Experience and Employee Engagement
- BPO outsourcing
Over Russ’ career he has held a variety of leadership positions with both emerging and establish organizations like, CVS Health- Director, Customer Experience, Visiting Nurse Service of New York – Vice President Customer Care/Call Centers, Zipcar – Vice President of Member Services and OnProcess Technology – Vice President, Operations. During that time, he has designed and launched contact center operations from the ground up for emerging companies, as well as been recruited to initiate the turnaround in performance within mature organizations.
Russell has led successful transformations that resulted in:
- Enhanced overall Operational Efficiency by 60%, improving Service Levels by 65%, reduced ASA by 69% and a decrease in abandon calls by 65% while reducing annual expenses by 10% resulting in $1M in savings
- Implemented multiple cloud/premise enterprise unified communications and collaboration solutions, including CRM, Workforce Management and Call Recording packages and migrated a company into a new customer experience platform (Medallia).
- Increased CSAT scores from 78% to 85%, with 6% rise in the Top 2 Box Rating and redesigned Net Promoter Score (NPS) survey process to capture data at critical touch points and ensure statistical significance resulting in an overall YOY improvement from 58% to 64% of 500 basis points
Russ holds a Bachelors of Science in Mathematics. He is a member of the CXPA and PACE (Professional Association of Customer Engagement, as well as a Net Promoter Certified Professional and a HorizonCX CX-PRO