The science and art of building customer loyalty

The Learning Journey and the Closed Loop are fundamental concepts in Customer Experience (CX). Just as impactful customer journeys and closed-loop systems serve as action-oriented feedback channels in CX, I view the student learning journey as a dynamic and transformative series of interactions between educators, peers, and individuals. My goal is to cultivate a community that fosters active participation, collaboration, and peer learning. Providing constructive feedback and facilitating contributions from all learners are crucial elements in supporting students to achieve their full potential.

As a Customer Experience practitioner, my engagement with human-centered principles has shaped how I assist companies in developing products and experiences that alleviate pain points and effectively address customer needs. In the workplace, I have implemented professional learning opportunities that emphasize the value of linking data-driven decision-making with action—an essential practice for success. In the classroom, I apply a Learner-Centered Design approach, guiding students through hands-on experiences that bridge the gap between theoretical knowledge and practical application.

Focusing on the customer as the cornerstone for business growth, I teach customer-led business strategies alongside the data-driven methodologies and processes essential in today's workplace. At the core of my teaching philosophy are real-world relevance and active learning. I firmly believe in designing learning experiences that mirror on-the-job scenarios, as this approach enhances knowledge retention. Through guided challenges, I help students build key skills in human-centered design and customer-led operations.

These skills, deeply rooted in data analytics, are increasingly critical across various organizational functions such as Finance, Accounting, Product Innovation, and Operations. With two decades of industry experience, I seamlessly integrate practical insights into the classroom, connecting core curriculum content to real-world examples. This approach not only demonstrates the immediate relevance of the concepts we cover but also equips students with skills crucial for their future careers. By staying current with industry practices, I ensure that learners are exposed to contemporary approaches, preparing them to stand out as exceptional recruits and strong business leaders.

Beyond practical application, I aim to develop students' ability to transition seamlessly between knowledge acquisition and application, fostering informed and adaptable problem solvers and leaders. As an industry veteran with extensive experience in global Customer Experience, Business Insights, Technology, and Customer Marketing, I draw upon my own experiences to help learners develop the agility required to navigate dynamic environments.

My teaching methodology incorporates diverse approaches, including discussions, group work, problem-identification activities, and hands-on experiences. These pedagogical strategies encourage critical thinking and help students connect their learning to the world around them, fostering a deeper understanding of the subject matter. My goal is not only to enhance knowledge but also to equip students with essential workplace skills such as creativity, collaboration, and communication.

In alignment with the concept of interactive dialogue, I embrace ongoing assessments and personal reflection to enhance my teaching methods. Regularly seeking feedback from students, colleagues, and self-assessment enables me to make necessary adjustments to better serve my learners.

In summary, my teaching philosophy centers on creating a student-centered, highly relevant, engaging, and inclusive environment that encourages active learning and data-driven decision-making. I am passionate about equipping students with the knowledge, skills, and mindsets they need to succeed in their academic journey and to contribute meaningfully to business growth in their future careers.