Institute Fellow
An evangelist for creating a customer-first culture, Ms. Carroll solves the communication and operational gap between employee engagement and successful customer relationships—the catalyst for organizational and financial success.
In her role as Chief Experience Officer for multiple organizations, Carroll broke through departmental silos and led cross-functional teams to improve internal communication, drive operational efficiency, and ultimately fuel organizational and financial growth.
As a former Enterprise IT Leader and CIO, Carroll led her team to deliver impactful IT systems that prioritized stakeholder needs over passing tech trends with her philosophy that business success came not from flashy technology but from solutions that aligned with business outcomes and improved customer experience.
A speaker on the topics of customer and employee engagement, team culture, and digital transformation, she has been published in CIOInsight and BizTech magazine, among others, and is a contributing author to the book, Digital Transformation Demystified, in which she discusses customer and employee engagement practices.
Now, as the founder of jCX Strategies, Carroll is dedicated to helping organizations build stronger internal cultures, improve customer relationships, and drive sustainable business growth through leadership, purposeful communication, operational excellence, and a customer-centric approach.
Institute Fellow Spotlight:
Jessica has published the following articles on our site:
Pillars of Cultural Transformation
Leadership Lessons from the Salt Flats
Saying “Goodbye” Should be Hard
Break Through the Language Barriers of Communication
Embracing the Unpredictable
Your People are the Bedrock of Transformational Success
Champion a Customer-Centric Culture
Double Down During Disruption
