Why Sandra

Executives don’t need more data. They need confidence in where to act.

Most organizations already collect customer feedback, track metrics, and invest in CX tools. What’s missing is a clear line of sight between internal decisions, employee friction, and customer outcomes.

Sandra Greene helps leadership teams see the full ripple effect — how policies, handoffs, systems, and incentives quietly shape the customer experience. She equips leaders and teams with the clarity, frameworks, and tools to move forward t

What Changes When Leaders Work With Sandra

Clarity replaces debate.
Teams align around shared, evidence-based priorities instead of opinions or hype.

Friction becomes visible.
Hidden employee workarounds and operational constraints surface before they impact customers.

Momentum sticks.
I help leaders create customer experiences that spark a ripple effect — clarity for teams, confidence for customers, and growth for the business. Teams are set up for success with tools they can reuse (not slide decks that gather dust).

How Sandra Partners with Executives and CX Leaders

Her role is to create clarity, alignment, and direction — so leaders can act with confidence by:

Leading current-state journey mapping grounded in real customer and operational data
Translating customer and employee feedback into decision-ready insight
Identifying where internal complexity is creating downstream customer friction
Equipping teams with practical tools to prioritize, design, and course-correct independently

Proof, Not Promises

Working across industries like financial services, insurance, automotive, and other complex, regulated environments where clarity and trust matter, her work has helped inspire teams:

Surface issues leaders were not hearing through surveys alone
Align cross-functional teams around a shared view of the customer journey
Focus effort on changes that reduce friction, improve retention, and simplify delivery

Clients consistently cite the value of seeing everything laid out clearly, often for the first time, and knowing exactly what to adjust, refine, or rethink.

Sandra Greene, CCXP

President & Chief Strategist

Get in Touch

Ongoing Senior CX leadership, without the full-time role.

I work alongside executives, CX leaders, and teams to set direction, clarify priorities, and guide decisions across CX strategy, personas, journey mapping, communications, and AI initiatives.

The result: You’ll know exactly where to focus and why.

Add Senior CX Firepower, Without the Headcount

Most journey mapping fails because it creates clarity, then paralysis, exposing the problems without making them solvable.

Instead, Sandra leads a rigorous, outside-in journey discovery process that helps leaders truly understand how customers experience their organization — and what that means for growth, loyalty, and execution.

We start by mapping the current experience by priority persona, integrating customer data, employee insight, and real stories to reveal where friction, confusion, and emotional breakdowns are quietly eroding trust. Then we design a future state that is both aspirational and operational, aligning customer needs with your business strategy, operating model, and brand promise.

The result: A practical decision-making tool your leaders use to prioritize investments, align teams, and confidently improve the experiences that matter most.

Make progress faster

Personas That Leaders Can Use

Most personas reflect who organizations wish their target customers were, not who real customers actually are, or what they truly need.

I help teams develop or refine data-driven personas grounded in real customer behaviour, expectations, and operational reality, so leaders can make better decisions, prioritize with confidence, and design experiences that actually work.

The result: A practical foundation for strategy, journey mapping, communications, and AI decisions — not a fantasy profile in a slide deck.

A clear picture of who your customers really are

"It is an absolute joy to work with Sandra. Her methodical, evidence-based, and thoughtful approach to developing our client personas and her deep CX expertise make her a valued consultant to our business."

Iliana Arapis, VP, Client Experience, Pro-Demnity

Employee Dialogue Series (EDS) - Confidential insight leaders can’t get any other way.

Sandra leads confidential, facilitated conversations that surface internal insight leaders rarely hear — and need most.
EDS creates a safe space for employees to speak candidly about friction, constraints, and opportunities, without fear of consequence.

The result: Leaders receive anonymized, synthesized insights that reveal internal friction impacting customers, productivity, and results. Plus, when leaders visibly act on what they hear, it not only improves decision-making and experience delivery but also strengthens employees’ trust in leadership and confidence that their voices matter.

Unlock What Teams Need to Succeed

“One of our Dialogue Series focused on how we can more closely align expectations to realistic, consistent results. Sandra ran dynamic & engaging sessions, quickly establishing trust with our staff & helping them surface business issues/priorities, and identify ideas to address gaps. While sessions focused on specific objectives, an additional value-add was Sandra's usage of engagement & prioritization best practices, which are great tools our staff will continue to benefit from.”

Natalie Sidon, Manager, Human Resources, Tarion

I help you pinpoint loyalty-building opportunities to make your company invaluable to your customers.

The result: You can spend your money where it counts most.

Keep More Customers Happy.

"I cannot imagine getting this far on our loyalty program launch without Sandra (and she’s fun to work with to boot)!"

— Cathy Whelan Molloy, as CMO, Second Cup

Check out my Blog:

Transform Culture with Dialogue Series

Transform Culture with Dialogue Series Conversations

When employees tell you everything’s “fine,” but your survey scores say otherwise, it’s time for a different kind of conversation. Organizations invest heavily in engagement surveys and feedback tools, yet many still face the same challenge: employees don’t feel truly heard. When people fear repercussions or doubt that change will happen, they

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From Insight to Impact: How CX Leaders Can Turn Data into Action

Customer Experience (CX) and Employee Experience (EX) teams are awash in insights—from surveys, interviews, complaints, dashboards, journey maps, and analytics tools. Yet despite this wealth of data, many organizations struggle to turn those insights into actions that truly improve experiences.

It’s not a lack of intent. Most leaders want to act. But insight-to-action gaps are common, and costly.

Here’s how to close that gap and drive real, measurable change for both customers and employees.

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Flip the Script - Embrace the 1st Pancake Paradigm: in Journey Mapping

Customer journey mapping is a proven tool for businesses to visualize and understand the end-to-end experiences of their customers. When done right, they uncover pain points, highlight opportunities for improvement, and ultimately enhance customer satisfaction and loyalty. Do most companies do it perfectly right out of the gate? The short answer is “no”, and that’s ok. Let me explain.

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How Professional Services Providers Can Delight Customers & Deepen Relationships

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Let’s chat about how I can help you make BIG impact!

Want to elevate your customer and employee experience strategies? Well, that’s my passion. I empower my clients to drive impactful change with over 25 years of hands-on consulting assignments and certification as a Customer Experience Professional (CCXP). Clients find my proven techniques and deep expertise a breath of fresh air.

Get in touch and let's see how we can move the needle and achieve your goals together.