About
Hi, I'm Nicole.
I've always been fascinated by why people make the choices they do.
Why does one message earn trust while another gets ignored? What turns a first interaction into a lasting relationship? And what can customer behavior teach us before anyone notices there's a problem?
Those questions have guided my career.
Over the past 10+ years, I've helped organizations including Disney, Sony, Toyota, Warner Bros., and the U.S. Army better understand their customers and design experiences that strengthen engagement and long-term relationships.
My work has taken many forms—from building lifecycle programs and customer journeys to conducting UX research, auditing customer experiences, and translating behavioral data into practical strategy. At Sony, I helped execute a three-wave reactivation campaign for a 4.4 million-subscriber audience that re-attributed nearly 880,000 subscribers. More recently, I've helped organizations rebuild fragmented customer experiences into systems that feel more intentional, personal, and effective.
While much of my career has centered on CRM platforms like Salesforce Marketing Cloud, Braze, Iterable, and Kit, the technology has never been the goal. It's simply the tool. What I enjoy most is understanding why people behave the way they do and using those insights to design experiences that better serve both customers and businesses.
Today, I'm focused on Customer Experience Strategy, UX Research, Behavioral Insights, and Lifecycle Design—bringing together research, data, and storytelling to create experiences that people trust, remember, and return to.
If you're looking for someone who enjoys asking thoughtful questions, finding patterns in customer behavior, and turning those insights into practical strategy, I'd love to connect.
Working Together
If you're looking for strategic support to better understand your customers, improve an existing experience, or design a more thoughtful customer journey, I'd love to help.
I work with organizations through Seven17 Systems, my customer experience consultancy, where I partner with growing businesses to identify what's getting in the way, prioritize the right improvements, and build customer experiences that create meaningful business results.