Vice President of Customer Experience & Insights, USA TODAY NETWORK
Amy is Vice President of Customer Experience & Insights for the USA TODAY NETWORK. In her role, Amy leads the NETWORK’s customer experience strategy for USA TODAY and 109 local media brands nationwide, focused on maximizing value and increasing consumer loyalty and retention.
Amy’s focus is on improving the NETWORK’s overall customer satisfaction, loyalty, and engagement with customers, and owns the “voice of the customer” in helping to drive feedback and improvements across key touch points. She also oversees the development of key consumer insights, data science, and actionable models designed to grow audience, revenue, and CX at scale across the customer lifecycle. Focused on satisfaction and retention, Amy and her team transform insights into action, and lead organizational transformation of a customer-centric culture.
Amy’s passion and acumen in the CX realm have been recognized by the Customer Experience Professionals Association (CXPA), leading to her inclusion in the CXPA’s “Who’s Who” annually since its inception in 2016.
In her spare time, Amy enjoys running, coaching, and training for ultra-marathons – though she considers customer experience her true “endurance” sport.