Ignite Passion, Performance, and Profits From The Inside Out
Cultivate trusting teams, foster customer happiness, and unlock the profit potential of an inspired workplace.
Services
Leadership Coaching
For ambitious leaders seeking to build thriving teams, achieve their full potential, and avoid burnout
Team Facilitation
For teams seeking greater collaboration, improved communication, and deeper customer understanding
CX Consulting
For companies that want to accelerate growth with impactful and efficient customer-centric experiences
Hi, I’m Lauren
I empower customer-centric leaders and teams to thrive. For over a decade, I've navigated the fast-paced world of hyper-growth unicorn startups, building and scaling customer-centric functions. I understand the unique challenges of scaling a business, exceeding client expectations, and leading high-performing teams.
Now, I leverage my experience to partner with ambitious leaders and client-facing teams who want to unlock sustainable growth through a human-centered approach. Together, we build lasting trust with customers and employees, creating loyal advocates for your business.
I am also the host of the top-ranking podcast, Experts of Experience, sponsored by Salesforce.
Every week I speak to leading experts in Customer Experience, from Chief Customer Officers to VPs of UX. Together we explore how the CX landscape is changing in the age of AI and the importance that the employee experience plays in creating an exceptional customer experience.
The Teams I’ve Built
As the US Head of Success, at climate tech unicorn Too Good To Go, I grew and led a 20+ person team made up of Customer Success Managers (SMB and Enterprise), Customer Care, and Operations to support both sides of the marketplace.
Under my leadership, we decreased churn by 57%, doubled our Net Promoter Score, and had the highest employee engagement company-wide (1,400 employees globally).
As one of the first 75 hires at Compass (NYSE: COMP), I helped build and scale the agent marketing vertical to support 17k+ agents.
While growing and leading the largest account management team in the company (40+ employees), I developed bespoke services and collaborated with tech to build in-house tools that saw an average adoption rate of 90%.
I founded this trash pickup dance party non-profit as a way to connect people to environmental action through fun.
Events incorporate music, dance, education, and mindfulness and have been hosted around the world with the help of a passionate volunteer community.