A trusted advisor and empathetic leader in the realm of customer experience. With roots in digital design, Tracy has journeyed through an expansive career path, transitioning from a visual designer to an internationally recognized expert in the customer experience domain at an executive level.
In the sphere of Customer Experience (CX), Tracy excels at formulating comprehensive organizational strategies. She seamlessly integrates with your teams, including product managers, stakeholders, business analysts, and solution architects, encouraging collaborations that yield human-centred design-based strategic roadmaps. With her astute ability to quickly analyze and understand the nuances of the customer journey, Tracy provides valuable insights and outlines precise actions for CX improvements. Furthermore, Tracy's leadership prowess allows her to enhance CX or UX capabilities, whether by refining an existing team or orchestrating a new one.
Recognizing the power of an inspired workforce, Tracy applies her expertise to enhance the Employee Experience (EX). Drawing from insights of the 'Future of Doing' - a groundbreaking initiative she spearheaded - she engages organization leaders in ideation sessions. Together, they devise strategies to enrich the work experience of creatives, technologists, designers, and strategists. She also develops comprehensive service blueprints, amalgamating employee, customer, and operational experiences for a holistic perspective of the organization.
She has dedicated her time and expertise to creating two insightful books that delve into the nuanced realm of providing exceptional employee experience to digital creative talent. The first book, 'How We Talk About Work', is a comprehensive guide that offers customized frameworks that have been developed through extensive research to help individuals and teams navigate the complexities of modern work environments. The second book, 'How We Talk About Leadership', builds on these frameworks to provide readers with an in-depth exploration of the critical role that leaders play in shaping workplace culture and driving organizational success. Both books are essential resources for anyone looking to enhance their understanding of the digital creative industry and gain valuable insights into how to build and maintain high-performing teams.
As for Learning Experience (LX), Tracy demonstrates exceptional prowess in crafting effective courses. Her comprehensive approach encompasses a thorough learning strategy, engaging course content, and a rigorous evaluation plan to gauge success. Tracy provides bespoke mentoring and training sessions specifically designed for strategists and designers. She also collaborates with stakeholders to scrutinize their business models, identifying their potential to foster a culture that encourages continuous learning and professional development.
Enterprise MarTech is proud to have Tracy as a close collaborator and advisor to our team.