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:
We Consumers are Fickle, But Security is No Whim
Adapting for Innovation: The USTA’s Winning Play
Driving Business Innovation with an Enterprise Cloud
Let’s Get Engaged!
Cultivating a Landscape Without Castles
