Our Faculty & Leadership

The USF Muma College of Business Customer Experience Program faculty includes noted authors and C-Level executives in the CX space. Since these thought leaders work in the industry, you'll receive first-hand skills and practical knowledge. You’ll learn new strategies and innovative methodologies to measure, evaluate, and improve the customer experience throughout your organization.
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This isn’t a seminar or trade conference. Our project-based, interdisciplinary curriculum is designed to provide you the skills and CX leadership insights needed to move Customer Experience initiatives forward within your organization. You roll-up your sleeves and participate in interactive sessions. You’ll learn to ask relevant questions, facilitate customer experience methodologies, and gain a deep understanding of what it takes to lead this effort and to communicate the unique value to gain senior management approvals. You’ll leave with a CX Capstone - The Customer Experience Strategic Plan - which can be put into effect at your company immediately.  You'll also have a Professional CX Portfolio of tools and resources to apply back at your organization.  Register today to begin your Customer Experience Journey!

Anand Kumar 
As a Professor of Marketing for USF Muma College of Business, Anand teaches undergraduate and graduate courses on Consumer Behavior and Brand Management. His research interests revolve around consumer psychology, with a focus on cognitive and emotional reactions to marketing communications and products and services. He earned his Ph.D. from the Kelley School of Business at Indiana University in Bloomington.

Anand is the USF Faculty Program Coordinator for the USF Customer Experience Certificate Program. Prior to joining USF in 2005, Anand taught at Southern Illinois University and Vanderbilt University’s Owen School of Business. 

Carol Buehrens
As our Faculty Chair, Carol Buehrens is the author of the best-selling customer experience book Happy RAVING Customers! Carol is a leading customer experience expert and speaker, and has been constructing extraordinary customer experiences for over 30 years for major companies such as Liberty Mutual, Northrop, McDonnell-Douglas, Bechtel, GE, Mercury Marine, and ICW Group Insurance Companies.

Carol’s passion for improving customer experience has resulted in numerous awards, including the prestigious “CX Innovation Award” from the Customer Experience Professionals Association (CXPA), ICW Group CEO Award, the Liberty Mutual Star Award, and is listed in the World's Top 30 Customer Service Professionals.

A Founding Member and Expert Panel Member of the international Customer Experience Professional Association (CXPA), Carol is also an active member of the San Diego Customer Experience Special Interest Group (CX SIG), and Professor at California State University Fullerton and University of California San Diego.As our Faculty Chair, Carol Buehrens is the author of the best-selling customer experience book Happy RAVING Customers!  Carol is a leading customer experience expert and speaker, and has been constructing extraordinary customer experiences for over 30 years for major companies such as Liberty Mutual, Northrop, McDonnell-Douglas, Bechtel, GE, Mercury Marine, and ICW Group Insurance Companies.

JC Quintana​ 
JC is a best-selling author and researcher focused on the psychology and process that leads to quality stakeholder relationships. His impressive career spans over 25 years of leadership guiding Customer Experience, Employee Engagement, and Channel Alliance efforts for SAGE, ADP, HP, and DXC Technology in Managing Partner, Regional Vice President, and Global Head of Innovation roles. He holds advanced degrees in Organizational Psychology and dedicates his research to developing corporate cultures that promote genuine relationships with all of its stakeholders. He currently lectures on relationship psychology and human-centered design topics at 11 US universities.

MICHAEL TRUETT
Michael is known for creating, improving and executing Collaborative Design Thinking sessions and Customer Experience frameworks across diverse industries at different stages of growth. He has worked with companies such as Spotify, The New York Times, Dow Jones, Tech start-ups, and Telecom providers globally.

JP SAINI
As Chief Information Officer for TRC, JP focuses on leveraging technology to digitally transform business and support profitable growth through improving customer experiences. JP is passionate about the mix of CX and technology and the impact of ensuring infrastructure is reliable, maintainable, scalable, flexible, and secure for all customers.

ERICH DIETZ
Erich is the Vice President of Worldwide Strategic Accounts for InMoment. He has over 15 years of executive experience spanning consulting, business development, and solutions architecture. He is also a designated CXPAExpert and regular contributor to the community’s Google+ Hangouts and other events.

JORDAN ZIMMERMAN​
Jordan Zimmerman is Founder, Chairman and architect of Zimmerman Advertising, now the 14th largest advertising agency in the world with published billings in excess of $3 billion. In 2015, Jordan co-founded Zschool, an educational consulting firm focused on helping universities develop world-class executive education programs.