Top CX Professionals for Hire in the USA

Top Customer Experience Professionals for Hire in the USA

Customer experience in the United States isn’t just a business function—it’s a competitive battlefield. From fast-scaling startups in Austin to legacy enterprises in New York and innovation hubs in California, organizations across the country are being pushed to rethink how they engage customers at every touchpoint. And increasingly, they’re turning to outsourced, fractional, and virtual CX leaders to make that happen.

What’s interesting about the U.S. CX landscape is how deeply specialized and globally influenced it has become. Many of the most impactful CX leaders operate across borders, bringing international perspectives into American organizations while still tailoring their strategies to local market nuances. Whether it’s healthcare, fintech, retail, or SaaS, CX professionals are shaping how entire industries evolve.

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🗽 Our Methodology: How We Selected Top Customer Experience Professionals in the USA

At Digital Reference, we prioritize substance over hype when identifying top CX talent across the United States, focusing on professionals with proven impact, strong strategic thinking, and the ability to execute. We go beyond surface-level credentials by reviewing company websites, case studies, and service offerings, alongside LinkedIn profiles and thought leadership to assess each leader’s experience and perspective. We also consider how these experts operate in today’s evolving landscape, where fractional, outsourced, and globally distributed CX expertise—often shaped by international experience—is becoming the norm.

Finally, we prioritize alignment with our core values:

🔍 Radical authenticity

📊 Proven impact

💬 Clear, differentiated thinking

🤝 Trust and transparency

The result is a curated group of CX leaders in the USA who don’t just talk about customer experience—they consistently deliver it.

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🌟 Meet the Top USA CX Profesionals for Hire

Across the United States, customer experience is being reshaped by a new generation of leaders who combine strategy, execution, and innovation. These CX professionals bring deep expertise across industries and operating models—helping organizations design better journeys, strengthen customer loyalty, and scale experience-led growth in an increasingly complex market. 

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🟦 Annette Franz, CCXP

Founder and CEO at CX Journey Inc.

Annette Franz is one of the most recognized voices in customer experience—not just because of her tenure, but because of her clarity of philosophy. At CX Journey Inc., she has built a consultancy rooted in the idea that customer experience is not a department—it’s a discipline that must be embedded across the organization.

Her work stands out because she doesn’t just help companies “map journeys”—she helps them operationalize them. Through structured frameworks and governance models, she ensures CX isn’t a one-off initiative but a sustainable capability.

💡 Creator of the widely adopted CX maturity and governance frameworks
🧭 Deep expertise in Voice of the Customer (VoC) program design
📊 Focus on tying CX metrics directly to business outcomes
🧠 Frequent keynote speaker and thought leader in CX transformation

Annette’s approach resonates especially well with enterprise organizations that are past the awareness stage but struggling with execution and alignment. She brings discipline to what is often treated as an abstract concept.

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🟦 Steven Keith

Founder at CX Pilots

Steven Keith is redefining how organizations approach customer experience transformation through his work at CX Pilots. Rather than relying on long planning cycles, Steven champions a philosophy centered on rapid experimentation and measurable learning.

At CX Pilots, he has built a consultancy that helps organizations test CX improvements in real-world conditions before committing to large-scale rollouts. This approach minimizes risk while accelerating innovation, allowing companies to see tangible results faster.

His work stands out because he treats CX like a product discipline—focused on iteration, validation, and continuous improvement rather than static strategies.

💡 Pioneer of pilot-driven CX transformation models
🚀 Strong advocate for agile and test-and-learn methodologies
📊 Focus on proving ROI before scaling CX initiatives
🧠 Blends product thinking with customer experience design

Steven’s approach resonates especially well with high-growth and innovation-driven organizations that need to move quickly without sacrificing strategic clarity. He brings a refreshing level of pragmatism to CX execution.

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🟦 Jim Tincher, CCXP

Founder and CEO at Heart of the Customer, LLC

Jim Tincher has built Heart of the Customer into one of the most respected CX consultancies in the United States, with a strong emphasis on turning customer insights into actionable business outcomes. His philosophy centers on the belief that journey mapping should drive real change—not just serve as a visual exercise.

Through his work, Jim has helped organizations move beyond surface-level CX initiatives and into deeply embedded, organization-wide transformations. His methodologies are designed to ensure that insights lead directly to measurable improvements in customer satisfaction and business performance.

What sets Jim apart is his ability to connect customer experience work directly to financial impact, making CX a strategic priority rather than a supporting function.

💡 Leader in actionable journey mapping methodologies
🗺️ Expert in translating insights into operational improvements
📊 Strong focus on ROI and measurable CX outcomes
🧠 Trusted advisor to organizations undergoing CX transformation

Jim’s approach resonates especially well with organizations that have already invested in CX but need help bridging the gap between insight and execution. He brings clarity and accountability to the process.

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🟦 Dan Kearney

Co-Founder & CEO at Resourceful

Dan Kearney brings a uniquely operational perspective to customer experience through his work at Resourceful. His philosophy is grounded in the understanding that great customer experiences are only possible when internal systems and employee experiences are aligned.

At Resourceful, Dan has built a consultancy that integrates CX strategy with workforce enablement and process optimization. His work ensures that CX initiatives are not only well-designed but also executable at scale.

He stands out for his ability to bridge the gap between high-level strategy and frontline execution, helping organizations deliver consistent and sustainable improvements.

💡 Specialist in aligning CX with employee experience and operations
⚙️ Focus on scalable, system-driven CX transformation
🏢 Extensive experience with large and complex organizations
🧠 Known for bridging strategy and execution effectively

Dan’s approach resonates especially well with organizations facing internal silos or operational challenges. He brings structure and alignment to environments that need it most.

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🟦 Antonia J A Hock

President & Founder at The AHA Group

Antonia Hock is a leader in experience-driven transformation, bringing a strong background in global brand leadership to her work at The AHA Group. Her philosophy centers on designing experiences that are not only functional but also emotionally engaging and brand-defining.

With experience at major global brands, Antonia understands how to translate brand values into tangible customer interactions. Her consultancy focuses on helping organizations create experiences that differentiate them in competitive markets.

She stands out for her ability to combine strategic vision with creative execution, ensuring that CX becomes a defining element of the brand.

💡 Expert in experience design and brand alignment
🎨 Focus on emotionally resonant customer interactions
🌍 Background in global experience leadership
🧠 Strong advocate for human-centered design principles

Antonia’s approach resonates especially well with organizations looking to elevate CX into a strategic differentiator. She brings both creativity and discipline to the process.

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🟦 Sebastian Anthony Corriere, KMP NPS

Chief Contact Center, Customer Experience, & AI Strategist at VesuvITas

Sebastian Corriere operates at the intersection of customer experience, contact centers, and emerging technologies. At VesuvITas, he helps organizations modernize their CX infrastructure while integrating AI-driven solutions.

His philosophy is rooted in the belief that technology should enhance—not replace—human-centered experiences. He works closely with organizations to ensure that digital transformation efforts are aligned with customer needs and business goals.

Sebastian stands out for his ability to combine technical expertise with strategic insight, making him a valuable partner in complex CX transformations.

💡 Specialist in AI-driven customer experience strategies
🤖 Focus on modernizing contact center operations
📊 Expertise in NPS and performance optimization
🧠 Combines technical and strategic CX capabilities

His approach resonates especially well with organizations navigating digital transformation. He brings clarity and innovation to rapidly evolving environments.

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🟦 Justin Robbins

Founder & Principal Analyst at Metric Sherpa

Justin Robbins brings a data-driven perspective to customer experience through his work at Metric Sherpa. His philosophy centers on the idea that CX initiatives must be measurable, accountable, and tied to meaningful business outcomes.

At Metric Sherpa, he helps organizations define, track, and optimize the metrics that matter most. His work ensures that CX strategies are grounded in evidence rather than assumptions.

Justin stands out for his ability to translate complex data into actionable insights, empowering organizations to make informed decisions.

💡 Expert in CX metrics and analytics frameworks
📊 Focus on KPI development and performance tracking
🔍 Strong emphasis on data-driven decision-making
🧠 Combines research, analysis, and advisory expertise

His approach resonates especially well with organizations looking to mature their CX measurement capabilities. He brings rigor and clarity to the discipline.

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🟦 Jill Raff

CEO/Founder at Jill Raff Group, LLC

Jill Raff focuses on the critical connection between employee experience and customer experience. Through her consultancy, she helps organizations align internal culture with external outcomes.

Her philosophy is that sustainable CX transformation starts from within. By improving how employees engage with their work, organizations can create more consistent and meaningful customer interactions.

Jill stands out for her ability to drive cultural change, helping organizations build environments where CX can thrive.

💡 Specialist in EX-CX alignment
👥 Focus on leadership and organizational development
💬 Strong emphasis on communication and culture
🧠 Helps create sustainable CX transformations

Her approach resonates especially well with organizations where culture is a barrier to progress. She brings empathy and structure to transformation efforts.

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🟦 Mark Hurst

Founder and CEO at Creative Good

Mark Hurst is a long-time advocate for simplicity and usability in digital customer experiences. Through Creative Good, he helps organizations eliminate unnecessary complexity and focus on what truly matters to customers.

His philosophy is grounded in the belief that the best experiences are often the simplest. He works with organizations to reduce friction and create intuitive, user-friendly interactions.

Mark stands out for his clear and disciplined approach to experience design, emphasizing clarity over complexity.

💡 Champion of simplicity in digital CX
🧼 Focus on reducing friction in customer journeys
🧠 Thought leader in user experience and design
✍️ Author and speaker on customer-centricity

His approach resonates especially well with organizations struggling with over-engineered experiences. He brings focus and simplicity to the forefront.

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🟦 Michael Pearce

Managing Principal at Hundred | Ten Customer Experience

Michael Pearce leads Hundred | Ten Customer Experience with a focus on delivering measurable improvements quickly and effectively. His philosophy centers on execution—ensuring that CX strategies lead to real results.

At his firm, he works closely with organizations to identify opportunities, implement solutions, and track outcomes. His hands-on approach ensures that progress is both visible and sustainable.

Michael stands out for his ability to balance speed with precision, helping organizations achieve meaningful improvements without unnecessary delays.

💡 Focus on rapid CX improvement and execution
⚡ Emphasis on measurable and trackable outcomes
📊 Combines strategy with hands-on implementation
🧠 Experienced across multiple industries

His approach resonates especially well with organizations that need to move quickly while maintaining strategic focus. He brings momentum and accountability to CX initiatives.

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🦅 Increasing Visibility for Top CX Talent

Across the United States, these professionals are shaping not just customer experience—but how expertise itself is delivered. They represent a shift toward flexible, specialized, and highly accountable CX leadership.

👇 Explore more professional guidance and resources on our website, such as:

• Best GTM Consulting Services in the USA
• Best Pricing Strategy Consulting Services in the USA
• Best Sales Consulting Services in the USA

At Digital Reference, we’re building the infrastructure for this new era of CX talent with video-first professional profiles, verified references that validate real impact, and a more transparent, globally connected talent ecosystem that helps organizations hire with greater clarity and confidence.

Because in today’s world, credibility isn’t claimed—it’s demonstrated. And that’s exactly what we’re here to enable.