For over 20 years Robyn was a transformational leader in Fortune 500 companies fueling business growth. She focused on developing experience strategies and marketing programs helping companies on the journey to be more customer-centric. This encompassed motivating large cross-functional teams and divisions through culture shifts including relentlessly listening to customers, building better digital customer experiences, optimizing contact center experiences, proactively managing reputation, and improving brand cultural relevance to attract diverse segments.
As a senior leader and intrapreneur with Elevance Health (previously Anthem) and U.S. Bank, she had the opportunity to spearhead many start-up programs and build customer and employee experience offices. She has helped organizations understand the why behind customer behaviors, the paths customers are taking to solve needs and choose brands. Robyn has applied a test and learn philosophy to produce many successful digital plus human solutions resulting in differentiated experiences, improved loyalty, and brand choice. This encompassed securing operating and capital investments for digital first transformations, designing operating models for new capabilities, creating customer metrics and source of truth performance monitoring systems, refining complaint management programs to proactively manage a brand’s reputation, launching products/partnerships to attract new customer groups and modernizing marketing to attract diverse customers.
She believes the answers to most solutions are with employees. She is committed to helping leaders transform businesses at an accelerated pace by building empathy and walking in their employees’ shoes. She has developed an award winning immersive executive leadership empathy program connecting leaders to the frontline workforce and customers, resulting in improved business outcomes.
In 2021 Robyn made a shift to consulting. At Acquis Cortico-X Robyn shares her lessons learned scaling brands and transforming experiences. She does not just provide the playbook; she helps companies execute it and build sustainable, experience strategies and programs. She supports clients focused on building employee and customer centric cultures to grow and compete, rallying the workforce. This can include framing the ‘why now’ and dollarizing CX, simplifying where to start, executing maturity roadmaps, redesigning experiences and/or developing all new revenue paths.
Robyn graduated from Southwestern University with a BA in psychology, from University of Texas with a MA in advertising and completed Indiana University’s Kelley School of Business executive leadership program. With more than 20 years of hands-on experience and people leadership, Robyn is a recognized experience strategist and management advisor. She is also co-founder of a healthcare incubator, RevealHX, unlocking insights into the end-to-end experience for patients and caregivers to drive needed change.
Robyn lives in Saint Augustine, Florida with her husband, two boys, two labradoodles and enjoys the beach, baseball and expanding her kitchen garden to concoct new dishes. In her spare time, she volunteers to help improve care for Dementia patients and families and supports the American Cancer Society.
