Brian (@LoyaltyRocks) is Medallia’s Senior CX Principal having spent the last 20+ years in senior leadership roles in customer experience (CX), product management, and process improvement at HP, Intuit, and Sprint. He is a founding Board of Director of the CX Professionals Association (CXPA), the original leader of the DFW Local Network, and is a Certified Customer Experience Professional (CCXP). As Sprint’s VP of CX, they recorded the lowest churn in history and the highest NPS in three years. At Intuit, Brian helped pioneer the NPS movement as they were the first company to adopt NPS. He led Intuit’s NPS community for many years, was featured in "The Ultimate Question 2.0", and won several external CX awards. Brian also spent ten years in management consulting focusing on transformational change.He is a founding Board of Director of the CX Professionals Association (CXPA), the original leader of the DFW Local Network, and is a Certified Customer Experience Professional (CCXP).