Paige Hartsfield

Fractional Chief Experience Officer & Founding Partner @BIG CHEESE

PartnerProduct ConsultantHead of GrowthRecruiter🔥 Startup FounderBusiness Owner💼 C-level Executive👍 Sales & BizDev🗿 HR🧨 Consulting🧮 Education✨ Business OwnerCustomer Success ManagerAccount ManagerExecutive CoachTraining&Development SpecialistSoft Skills TrainerCustomer ResearcherEngagement ManagerResearcherCEOAdvisorFounder

LEADING CUSTOMER EXPERIENCE ARCHITECT, FOUNDER & ADVISOR HELPS START-UPS GROW You won't find a Harvard grad filled with McKinsey-like employment. Paige is a gritty, serial entrepreneur who bootstrapped her way to three successful businesses in 27 years. As one of the founders of the Customer Experience, she created Advanced Customer Experience Strategy, where she supported over 1,000 organizations' start & scale customer-centric growth.

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United Kingdom

Work Background

BIG CHEESEChief of Staff and Fractional Chief Experience Officer

Jun. 2022Atlanta, Georgia, United StatesBig Cheese delivers a slice of the sharpest & most diverse executive talent available. As Chief of Staff, I am recruiting top 10% talent to share with growth start-ups and enterprise organizations, as well as working as a Chief Experience Officer for several growth start-ups.

ChiefChief Member

Sep. 2022Atlanta, Georgia, United StatesPaige is a member of Chief, the top, women's global senior leadership network.

Customer ForensiX Executive AcceleratorsChief Architect of Customer ForensiX

Sep. 2021Customer ForensiX accelerators are designed to help organizations start and scale healthy, customer-centric strategy by reducing the time to ROI from 18 months down to five. CCO's and CXO's know how difficult it is to educate employees WHAT CX IS and what IT IS NOT. Customer ForensiX embeds three levels of CX education into the organization's curriculum and current CX objectives using fun, challenging forensics-based experiences.

AboutFace Corp.Founder, Chief Executive Officer & Board Member

Oct. 1996 - Jan. 2022United StatesFounder, CEO and Board Member at AboutFace -Founded top-tier, multi-national CX research, strategy & education firm, helping architect the practice of CX the last 20+ years. -Developed Advanced Customer Experience Strategy, a methodology & practice, used by CX leaders globally. -Performed and managed all methods & tools of CX innovation: journey mapping, NPS, customer driver studies, segmentation, focus groups, general marketing research, advisory panels, secret shopping, sentiment analysis, wallet share allocation, compliance and user experience studies + more. -Presented insights and strategy to boards and leadership teams that fostered understanding of CX gains, next-stage needs and budgeting allocation. -Sold and serviced prominent Fortune 1,000 brands such as Salesforce, Target, Big Lots, Lexus, Cox, Pella, Honeywell, Dyson, QVC, Time Warner + hundreds more. -Used emerging technologies to build the AboutFace CX analytics system + education platforms and client CRM build outs to use customer data more effectively. -Routinely reduced clients’ CX budgets 70%, significantly decreasing the cost-of-scaling CX . -Consistently increased net revenue retention (NRR) an average of 6.5% the first year by concentrating on, only, two of 5 financial drivers: 1) Stay longer, 2) Buy more, 3) Pay more, 4) Start buying and 5) Refer more. -Implemented competitive research and pricing programs that provided leading indicators used to redirect activity, earning to tens of billions in returns for clients. -Focused, specialized expertise in employee experience and performance management to redesign people practices for readiness around the experience economy (hiring needs, training and measurement +). -Regularly advised senior leaders and stake holders in finance, marketing, HR, product, sales & operations how to implement CX to reduce friction.