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J.R. Stricker shared thisExcited to lean in with a fantastic team to transform CX and deliver incredible customer experiences!J.R. Stricker shared thisReal estate proptech moves fast, but are we listening fast enough? J.R. Stricker's first 60 days as Chief Customer Officer uncovered two specific patterns holding back customer onboarding and support. He's calling them out—and already planning to change them. Read the full blog: https://lnkd.in/djFuBp-dWhat I learned in my first 60 days listening to customers | Lone WolfWhat I learned in my first 60 days listening to customers | Lone Wolf
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J.R. Stricker shared thisThrilled to be one of the founding Charter Members of The CX Cabinet. Nine CX champions coming together to share opportunities, exchange real best practices, and push each other to evolve the customer experience each of our firms delivers. Grateful to be at this table with such a sharp group of peers, and excited for where this partnership takes all of us. #CustomerExperience #CustomerSuccess #CX #LeadershipJ.R. Stricker shared thisExcited to introduce the Charter Members of The CX Cabinet, a new executive peer advisory group for senior customer experience and post-sale leaders. Nine of us lead customer organizations across SaaS, fintech, healthcare, and enterprise technology, and we're coming together around one shared table, built for candor, sharp thinking, and raising the bar on what world-class customer experience looks like. Proud to be part of this founding cohort alongside: Mitesh Ashar, CCO, Bullhorn Bradley Casemore, Chief Customer & Growth Officer, PartsSource Inc. Sarah Glass, CCO, Solifi Emeka Iheme, Chief Customer Success Officer, Finys Brent Krempges, CCO, Gainsight Dominic LoBosco, SVP Product Support, Genesys Brian Malcolm, EVP Patient Experience, Gifthealth Steven Warfield, CCO, Cyncly Nine leaders. One peer network. More to come as The CX Cabinet gets to work. #CustomerExperience #CustomerSuccess #CX #Leadership
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J.R. Stricker reposted thisJ.R. Stricker reposted thisWhen the people you serve are facing serious illness, world-class service is not a nice-to-have. It is the standard. Phoenix CX Consulting Services recently worked with a specialty pharmacy to select Docebo as their learning management platform. Their care teams support patients dealing with serious and often rare conditions, along with the families walking that road alongside them. Vendor selection is often treated as a procurement exercise. It is really an investment decision about your people and, by extension, the customers they serve. The goal here was clear: give the care teams a modern, AI-powered platform to build skills, stay current, and deliver consistent, compassionate care at scale. That is the connection Phoenix CX helps clients make. The right platform choice is a customer experience decision as much as a technology one. Whether you are in need of an LMS, CCaaS, or UCaaS solution, Phoenix CX is here to help you find the right fit. Congratulations to the team on this next step. #CustomerExperience #VendorSelection #CCaaS #UCaaS #LMS #Docebo
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J.R. Stricker posted thisQuick clarification on a recent profile update: I’ve launched a new peer network under Phoenix CX, and I want to be clear about what it is and isn’t. It’s a curated community for senior post-sale executives. CCOs and SVPs/EVPs of CS, Support, and PS who own retention, expansion, and the metrics behind them. Small, vetted, and built for candor. It isn’t a move away from Lone Wolf. I remain fully immersed and fulfilled as CCO. This actually sharpens that work. Great post-sale leadership doesn’t happen in isolation, and a strong peer network raises the quality of every decision I bring back to my team. Members get honest counsel from people who’ve solved the same problems. I get a wider aperture on what’s working across the industry. Both feed directly into building better customer outcomes. We’re starting with a founding group. Once that cohort is thriving, membership will open more broadly. If you lead post-sale at scale, watch this space. I’ll share how to join when the time comes.
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J.R. Stricker shared thisGreat opportunity…J.R. Stricker shared thisKnow a great .NET engineering leader? I'm hiring one. Azure, Angular, small team, remote 👇 https://lnkd.in/gAEZsVMmLone Wolf Technologies - Software Engineering Manager .NETLone Wolf Technologies - Software Engineering Manager .NET
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J.R. Stricker shared thisHeading to San Diego next week for Inman Connect. I'll be there representing Lone Wolf, and I'm looking forward to two things: time with our clients and continuing to invest in learning about where the industry is headed so I can better serve our clients and our staff. If you're a client attending and want to connect, reach out. I'd love to grab coffee, hear what's working and what isn't, and talk through what's on your radar. Comment below or send me a message and let's get something on the calendar. See you in San Diego.
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J.R. Stricker shared thisProud dad moment. My oldest, David S., was promoted to a Customer Success role this week. And if that wasn't enough, his band Smile with your Eyes dropped the first single off their debut album today. Watching your kids succeed is one thing. Watching them thrive while doing work that genuinely fulfills them, that's something else entirely. I am proud. But more than that, I am just really happy for him. https://lnkd.in/g-d_QryD
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J.R. Stricker reposted thisJ.R. Stricker reposted thisWe're hiring a Director of Strategic Programs at Lone Wolf — and several other exciting roles driving our Product Strategy and Customer Delivery as well! Director of Strategic Programs: I originally joined Lone Wolf in 2020 as the Director of Strategic Programs and can say firsthand: it's an awesome experience. This role sits at the intersection of strategy and execution for top company-wide initiatives at Lone Wolf, partnering with leaders across the company to ensure we achieve our goals. Previously in consulting, I loved the variety — but craved more exposure to how things really got done inside a company and wanted to be accountable for making sure we got there. This role delivered, and I'm incredibly excited to find the right person to step into it for the next phase of our growth. Senior Product Manager: Drive product strategy within our Promote team, focusing on the technology Agents and Brokers use to grow their business and win new deals. Product Manager, Innovation: Join our Innovation organization and drive how AI will simplify real estate for the Brokers and Agents who rely on Lone Wolf every day. Service Delivery Director: Partner across Lone Wolf to own strategic customer engagements and drive success for our customers. Check out these roles and more here: https://lnkd.in/gCZWgc49
J.R. Stricker commented on a post
3w
Absolutely incredible!
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J.R. Stricker reacted on thisJ.R. Stricker reacted on thisAfter four years at Genesys, I am winding down my time and taking the next step as SVP, Customer Experience at Lone Wolf Technologies . First, the people who made these four years what they were. Dominic You gave me room to lead and the backing to make the hard calls. That trust shaped the leader I am today. Chris, Robyn, and Craig Real peers. We pushed each other, covered for each other, and solved hard problems together. Reeve and Virginia. Partners, not process. Every people decision got better because you were in the room. Kim, Nithyanandhan, Nathan, and Gabriel You carried the work. You built the teams. You made the results real. Watching you grow has been the best part of this job. And to the entire Support Services team. You showed up for customers every single day. You did it the right way. Thank you. I am closing out my time at Genesys the same way I started. Finish strong. Hand off clean. Huzzah! Then on to Lone Wolf Technologies and a team I cannot wait to build with. Make it happen. #Leadership #CustomerExperience #PeopleLeadership
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J.R. Stricker liked thisJ.R. Stricker liked thisTony Robbins said three words in the MasterClass Executive program that I wrote down and underlined twice. Proximity is power. You become who you surround yourself with. Not overnight. One conversation at a time. The standards you accept. The behaviors you watch. The thinking you let get challenged. Here is what the operator in me saw. Proximity is not about getting close to successful people. It is about getting close to people who raise your standard. And leaders sit on both sides of that equation. We are someone else's proximity. Our teams watch how we make the call. How we take a setback. How we show up under pressure. What we tolerate. What we celebrate. They learn more from our behavior than from our slides. That part of leadership does not get delegated. This week's exercise: Write down the five people who shape your thinking the most. Mark each one as reinforcing who you are today or pulling you toward who you could become. Then turn it around. Name the people whose standard is higher because you are in their circle. The people around you set your ceiling. You set the floor for everyone around you. Make it happen. #Leadership #ExecutiveLeadership #MasterClassExecutive
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J.R. Stricker liked thisJ.R. Stricker liked thisLeaning in and Authenticity. Early Life Lessons That Matter. 34 years ago, a chance meeting on a hillside in Cape Girardeau MO changed my life. How a reluctant hello, Golden Girls & Bologna sandwiches fueled a lifetime friendship. 34 summers ago, I was at a student orientation for my freshman year at college. I was with my parents and there was a guy sitting close to us on a hillside alone. I reluctantly said hello. We immediately started a conversation. He moved closer and talked more. We invited him to dinner. Freshman year dorm he moved into the room next to me, we quickly swapped roommates and started a saga of afternoons of golden girl reruns on a tiny tv, bologna sandwiches and Tecmo Bowl battles. The following year we moved into a house with another buddy and joined a fraternity. Those first 2 years were full of memories. We laughed. We cried. We had really deep and raw conversations. We did stuff we shouldn’t. We did stuff we continue to do. We learned a lot about each other. We learned a lot about life. Not everything was a delight. We celebrated like brothers. We fought like brothers too. He was the best man in my wedding. He is the godfather of my oldest daughter. While we have been miles apart and living separate lives in separate cities for a couple of decades, the bond has not wavered. Still raw conversations. Still laughs. Still knowing someone in a way that few will ever imagine. Last night I saw Chuck for the first time in years. We returned to Deep Ellum in Dallas, a neighborhood I had introduced him to over 30 years ago when my parents lived in DFW. More raw conversations. More memories. More gratitude. The lesson? Life is hard. Everyone needs a friend. That person at your networking event might become your best referral source or even better your closest friend. Say hello. Be authentic. Be real. Good things can come from these simple gestures. And Chuck, my guy, my main man, my BFF, just like the theme song of Golden Girls says “ Thank you for being a friend” PS. Yes Chuck is wearing a Golden Girls T shirt I bought him. Chuck Schwab
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J.R. Stricker liked thisJ.R. Stricker liked thisStorms in front of us. My 30 minute connection gone. I had already told my family I wasn't making the football game. Delta Air Lines had other plans. I sat down in Las Vegas at 5:30 am, signed into the seat with the app, and picked my movie up right where I left off. Frictionless. Then the announcement. Weather ahead. We'd be late instead of early. The app had rebooking options in front of me almost instantly. I stayed on my original flight anyway. I was hoping. I texted home. "Guys, I won't make it to the game. 90% not happening." For 3.5 hours I watched every ETA. Every minute gained. Every gate. We picked up 10 minutes. The arrival gate came in just 17 gates from my next flight. I could make it if I sprinted. My bag would not. Then the flight attendant started working the cabin. Every passenger with a connection got a visit. Fastest route to their gate. A plan if they missed it. And a promise that Delta had them covered. When we landed, he made space and moved the tight connections up front. I ran. Made the flight. Sat down at peace with my bag showing up later. Then my phone buzzed. Bag on plane. I'll be at the game tonight. Delta Air Lines put on another master class in service. A few weeks ago it was my laptop. Today it was my bag. They are making a raving fan out of me. Here is what the operator in me saw. Nothing about my morning went to plan. Everything about the response did. The app gave me options before I asked. The crew gave me a plan before I panicked. The system moved my bag while I was running. Three parts of the operation. One connected experience. Delays are a weather problem. Panic is an operations problem. You can't control the storm. You can control how prepared your customer feels while they're in it. Make it happen. #CustomerExperience #Leadership #OperationalExcellence
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J.R. Stricker liked thisJ.R. Stricker liked thisI put my hands under a sink at the Hartsfield-Jackson Atlanta International Airport today. The water sensor was dead. The attendant wasn't. Towel ready before I even looked up. When the sensor quit, he was already there. But that was not the moment. The moment was how he did it. A real smile. A big, easy energy. Every single person who walked in got the same thing. "Hello." "Have a safe flight." He was electrifying. Travel is hard. Delays, crowds, noise. Everyone in that room was carrying something. For thirty seconds, he made it lighter. On the way out I hit the smiley face on the feedback kiosk. I have been through this terminal hundreds of times. Today was the first time I chose the smiley face. Here is why I am still thinking about it. The job description was keep the restroom in order. They turned a task into an experience. No script could manufacture that. No KPI could fully capture it. No manager was watching. He chose it. And the system caught a fraction of it anyway. One tap on a smiley face. One data point that will never tell the full story of what happened. Most of your best moments with customers live in that gap. The metric shows a happy face. The person behind it showed up on purpose. This week's exercise: Find this person on your team. The one turning tasks into experiences when nobody is measuring. Recognize the behavior. Then ask what helps them bring that energy every day. Service is the task. Spirit is the experience. Make it happen. #CustomerExperience #Leadership #OperationalExcellence
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J.R. Stricker liked thisJ.R. Stricker liked thisI left my personal laptop on a Delta Air Lines flight from Atlanta to Dublin. I didn't know it was missing. Delta did. I landed on very little sleep. Packed my carry-on. Walked off. Grabbed my checked bag and met up with my travel partners. Still oblivious. Then an unknown caller. I did what you do with those. Sent it to the AI rejection flow on my phone. A minute later, the same number. I picked up. It was Dale from Delta Air Lines. "You left something on the plane from Atlanta." My personal Surface. Sitting on the seat. Then Dale said the part that mattered. "Don't worry. I know your return flight. I have it set aside. There is a note on your check-in. I will follow up with an email with instructions to make this fast." I stayed skeptical all week. Delta Air Lines and Dale delivered. I checked in. Two minutes later, my laptop was in my hand. One interaction instantly reversed every negative I have had with this airline. They were my partner here. Here is what the operator in me saw. Dale did not log a ticket and move on. He owned the outcome. He called twice. He solved the problem before I knew I had one. And the system backed him. The email arrived. The note was there. The handoff held. A week later. The same airport. A different agent at the desk. I never had to explain it twice. Thank you, Dale. Thank you, Delta Air Lines. One person who cares is a good story. One person who cares inside a system built to carry it through is an operating model. Make it happen. #CustomerExperience #Leadership #OperationalExcellence
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Marlena Werder
Marlena Werder
Hands-on operations leader with 30+ years’ experience running large-scale global support, service, and customer operations functions at companies including Microsoft, Pearson, OpenText and RingCentral.<br>Seeking a part-time, fully remote role where I can leverage my expertise by leading a function, running a project, or standing up an operation from the ground up. Comfortable operating at any scale, from enterprise to small business or nonprofit.<br>Core Strengths: <br>• Building and running global support, service, and customer operations functions<br>• Cultivating executive-level customer relationships to drive retention, loyalty and revenue expansion<br>• Process redesign, workflow automation, and AI/CRM adoption to cut cost and improve outcomes<br>• Program and project management — ERP transitions, system launches, org redesigns<br>• Budget ownership and financial management at scale (managed budgets exceeding $1B)<br>• Hiring, developing, and leading teams — from small task forces to 8,000+ person organization<br>• Management and leadership development through coaching and delivery of targeted training<br>• Translating operational and customer data into concrete, actionable plans<br>• Crisis and critical-situation management<br>Open to conversations about fractional, interim, or part-time operations roles — happy to connect.
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