Institute Fellow

An evangelist for creating a customer-centric culture, Ms. Carroll founded jCX Strategies in 2021, a consultancy service with a unique approach to fostering B2B customer-focused programs that drive successful outcomes for the business. Through innovative client engagement frameworks, methodologies, and interactive workshops, clients uncover measurable business success plans that create transparency, team trust, and collaboration, resulting in mutual growth opportunities for both the client and their customers.

With over 30 years of experience in leadership roles in the technology industry, Ms. Carroll is a speaker on the topics of client engagement, team culture, and digital transformation, has been published in CIOInsight , BizTech, the Institute for Digital Transformation, among others, and was named a Computer World Premier 100 IT Leader.

Most recently, she served as the VP, Customer Success at TenFour, an IT Infrastructure provider. In this role, she was a consultative advisor to customer executive teams and worked in partnership with TenFour’s sales and marketing groups, to drive growth and create customer advocacy. Prior to joining TenFour, Ms. Carroll 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 for Information 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:

Customer Success: A Measured Relationship

Customer Success: A Measured Relationship

In the first article of this two-part series, “Customer Success for the Win,” we explored the benefits of a Customer Success Program for both ... Read More
Customer Success for the Win - Part One

Customer Success for the Win – Part One

In this first of a 2-part series we look at the emerging Customer Success practice and how it is critical ... Read More
Make IT the New “Deputy of Sales”

Make IT the New “Deputy of Sales”

Transformation of the IT Department must include a team pivot to competitive high value activities, not puttering around in the ... Read More
Only Half of the IT Team is Valuable

Only Half of the IT Team is Valuable

So you’ve split your IT team in two: One half is working on business critical and innovative products and services; ... Read More
All Hail the Customer!

All Hail the Customer!

Old School vs. New School More than 25 years ago, newly minted out of college and almost obsessively enamored by ... Read More
Paint a Fresh Face on Vendor Management

Paint a Fresh Face on Vendor Management

Partnerships between you and your vendors need a whole new take to create rich value in the digital age. Having ... Read More
The Infrastructure Team Has Been Set Adrift

The Infrastructure Team Has Been Set Adrift

Corporate infrastructure jobs, as we’ve known them since the launch of networking and the Internet, are on a sinking ship ... Read More
Infrastructure is the Cornerstone of Digital Transformation

Infrastructure is the Cornerstone of Digital Transformation

Infrastructure is King. Not Software. How’s that for challenging current thinking that software is the key to digital transformation? Truth ... Read More
We Consumers are Fickle, But Security is No Whim

We Consumers are Fickle, But Security is No Whim

One... Two... Three... ...And then you’re gone. We consumers will wait about 3 seconds for a webpage to load and ... Read More