Institute Fellow

As an evangelist for creating a customer-first culture, Ms. Carroll founded jCX Strategies, a consultancy service with a unique approach to fostering B2B customer-focused programs that drive successful outcomes for the business. Through innovative customer engagement frameworks, methodologies, and a game-changing interactive workshop series customers uncover measurable business success plans that create transparency, team trust, and collaboration.

With over 30 years of experience in leadership roles in the technology industry, Ms. Carroll is 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, was named a Computer World Premier 100 IT Leader, and was placed on the  2024 CRN Women of the Channel list. She is a contributing author to the book, Digital Transformation Demystified, in which she discusses customer and employee engagement practices.

​Most recently Ms. Carroll was Chief Experience Officer for Acuative, a global managed services provider, where she created a Customer Success practice and held the responsibility of enhancing the internal Acuative employee experience (and the experience of Acuative’s customers) by instantiating a customer-first culture.

Prior to joining Acuative, Ms. Carroll was the VP, Customer Success at TenFour IT and had a noteworthy tenure in a variety of senior IT Leadership positions at the United States Golf Association, culminating in her role as the Managing Director and Head of Enterprise Technology where she led the infrastructure, business resilience, security, operations, and development disciplines.

 

Institute Fellow Spotlight:

Jessica has published the following articles on our site:

Break Through the Language Barriers of Communication

Break Through the Language Barriers of Communication

Mixed Cultures On the first night of my trip to Edinburgh, Scotland this past November I found myself in a ... Read More
Embracing the Unpredictable

Embracing the Unpredictable

When I was a little girl, I would sit on our front porch in the summer, which faced West, and ... Read More
Your People are the Bedrock of Transformational Success

Your People are the Bedrock of Transformational Success

Simply stating that your organization is ready to embrace digital transformation does not necessarily make it so! The people side ... Read More
Champion a Customer-Centric Culture

Champion a Customer-Centric Culture

A customer-centric culture doesn’t happen organically, it must be an intentional obsession from the top of the organization down. The ... Read More
Double Down During Disruption

Double Down During Disruption

Putting your customer at the core of your business agenda is not a marketing exercise, it is how you gain ... Read More
IT Under Pressure: Empowering Your Team To Fight Past Adversity

IT Under Pressure: Empowering Your Team To Fight Past Adversity

As companies deal with COVID-19 and the potential economic ramifications of the pandemic, tremendous pressure is on IT organizations to ... Read More
Out of the Data Center and into the Digital Age

Out of the Data Center and into the Digital Age

The CIO of the digital age understands that the IT team has value only if it is uniquely tied to ... Read More
Sailing for Customer Success

Sailing for Customer Success

Prevailing winds are pushing CIOs to create a “customer-centric” focus when defining priorities and setting the cultural direction of the ... Read More
Cloud-First is Not a Digital Transformation

Cloud-First is Not a Digital Transformation

In 2008 I was asked to speak during a press conference at an industry event to explain to a room ... Read More
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