Jessica Carroll

An evangelist for creating a customer-first culture, Ms. Carroll solves the communication and operational gap between employee engagement and successful customer relationships—the catalyst for organizational and financial success.

In her role as Chief Experience Officer for multiple organizations, Carroll broke through departmental silos and led cross-functional teams to improve internal communication, drive operational efficiency, and ultimately fuel organizational and financial growth.

As a former Enterprise IT Leader and CIO, Carroll led her team to deliver impactful IT systems that prioritized stakeholder needs over passing tech trends with her philosophy that business success came not from flashy technology but from solutions that aligned with business outcomes and improved customer experience.

​​A speaker on the topics of customer and employee engagement, team culture, and digital transformation, she has been published in CIOInsight and BizTech magazine, among others, and is a contributing author to the book, Digital Transformation Demystified, in which she discusses customer and employee engagement practices.

Now, as the founder of jCX Strategies, Carroll is dedicated to helping organizations build stronger internal cultures, improve customer relationships, and drive sustainable business growth through leadership, purposeful communication, operational excellence, and a customer-centric approach.

Institute Fellow Spotlight:

Jessica has published the following articles on our site:

Leadership Lessons from the Salt Flats

While back on the island of Bonaire this January after a 20-year absence, my husband and I were joined by ... Read More

Saying “Goodbye” Should be Hard

The landscape was snow covered and the roads indiscernible on the December day my family and I moved into our ... Read More

Break Through the Language Barriers of Communication

Mixed Cultures On the first night of my trip to Edinburgh, Scotland this past November I found myself in a ... Read More

Embracing the Unpredictable

When I was a little girl, I would sit on our front porch in the summer, which faced West, and ... Read More

Your People are the Bedrock of Transformational Success

Simply stating that your organization is ready to embrace digital transformation does not necessarily make it so! The people side ... Read More

Champion a Customer-Centric Culture

A customer-centric culture doesn’t happen organically, it must be an intentional obsession from the top of the organization down. The ... Read More

Double Down During Disruption

Putting your customer at the core of your business agenda is not a marketing exercise, it is how you gain ... Read More

IT Under Pressure: Empowering Your Team To Fight Past Adversity

As companies deal with COVID-19 and the potential economic ramifications of the pandemic, tremendous pressure is on IT organizations to ... Read More

Out of the Data Center and into the Digital Age

The CIO of the digital age understands that the IT team has value only if it is uniquely tied to ... Read More

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