Ccxp Aimee Lucas

Aimee Lucas, CCXP, is a seasoned professional with over two decades of experience in enhancing service delivery and reshaping customer experiences through a focus on employee engagement and customer-centric process improvement initiatives. She is dedicated to driving positive change within organizations while leveraging their existing culture and strengths to better serve customers, employees, and the wider community.

Her diverse skill set encompasses market research, program management, business process design, marketing, instructional design, and training. A proficient global public speaker and trainer, Aimee excels in tailoring messages for various professional audiences based on their industry, role, or expertise level. She actively shares insights on experience management topics through platforms like LinkedIn, CustomerThink, CXPA blog, and the XM Institute blog.

Aimee's specialties include customer experience management, strategy, voice of the customer, customer insights, culture, employee engagement, employee experience management, change management, program design, needs analysis, market research, project and program management, business process design, meeting facilitation, instructional design, training program delivery, and public speaking.

She pursued her Bachelor of Business Administration with a focus on Marketing Management from the University of Notre Dame. Aimee has held key roles such as Director of Client Experience at Moss Adams, Director of CX Center of Excellence at Qualtrics, Distinguished Principal Analyst at Qualtrics' XM Institute, Vice President at Temkin Group, Associate Director at Crowe Horwath LLP in Client Experience, Market and Customer Insights, and Education and Development departments. She also has prior experience in sales and sports marketing roles.