Roxana Strohmenger

About Roxana Strohmenger

I believe great things don’t happen in your comfort zone. Through strategic risk-taking, I lead CX transformations that push boundaries and position companies as industry leaders. I look beyond customer satisfaction to operational and financial success, delivering revenue generation, market growth, and cost savings through holistic customer experience leadership.My career galvanized at Forrester, where I built the Data Insights Innovation practice and launched their flagship CX Index™ product, a world-class tool for CX metrics used by Fortune businesses and global enterprises. Moving to Ultimate Software, I built their CX function from scratch, standing up programs and a 10-person strategy team that positioned Ultimate to beat revenue plans, reaching over $1B within 1.5 years. I then unified Ultimate and Kronos CX strategies after their 2020 merger, accelerating revenue growth to $4B+ one year ahead of target. Now, I am engineering experiences at Link Logistics that enable us to generate the full suite of intelligence about our customers to activate faster, smarter investment decisions. My pioneering CX practices were featured in the seminal book, Doing B2B Better: Drive Growth Through Game-Changing Customer Experience. And, I was recognized as 2023 CX Leader of the Year, out of a highly competitive pool of 150+ CX executives worldwide.My approach to CX excellence is centered on three pillars- Customer-Centric Innovation: Continually evolve to meet market demands using robust analytics, generative AI, and modernized voice-of-customer programs- Customer Obsession: Measure and design for emotion, resulting in enduring changes in customer behavior that improve revenue and profitability- Operational Efficiency: Institute scalable, personalized CX processes to improve OSAT, customer confidence, self-sufficiency, and time/cost savings.Areas of Expertise: Customer Experience Strategy | Customer Experience Management | Voice of the Customer (VoC) Programs | Customer Journey Mapping | Service Design | Customer Satisfaction | Change Management | Process Improvement | Experience Operations | Automation & AI | Metrics | Quantitative & Qualitative Analysis | Customer Insights | Customer & Market Research | Customer Segmentation & Personas | Marketing & Strategic Communications | Knowledge Management | Project & Program Management | Lean Six Sigma Green Belt | Cross-Functional Team Leadership | Keynote Speaker | Board Service

Experience

1. Vice President of Customer Intelligence & Enablement

   Link Logistics

   Jul 2025 — Present

   I\'m leading the transformation of customer intelligence into a growth engine at Link Logistics. I’m designing experiences that allow us to gather data and insights that improve outcomes, empower the field, and enable smarter, faster decisions to support the enterprise.

Education

• Florida State University

  Bachelor of Science - BS

• The College of William and Mary

  Master of Arts - MA