Dawna MacLean

Passionate activist in Customer Experience Management. A provocative and innovative writer, speaker, and internet-TV host driving awareness of the relevance of Customer Experience as a strategic imperative. Developed frameworks, tools and measurable best practices to harness customer centric business strategies.

Modern day leader. An innovative and authentic leader with immense versatility. Led teams greater than 200 with a broad range of skills and tenure. A passionate advocate for the significance of employee experience and motivational empowerment. Highly respected as an inspiration leader across numerous disciplines including Operations, Information Technology, Project Management, and Human Resources.

Trusted partner. A entrusted partner to a significant global network across several diverse industries. Developed numerous exceptionally collaborative teams and partnerships cross various stakeholders with differing and often conflicting drivers. Established communication frameworks and tools that today have become best practices for a number of Fortune 100 companies.

Integration whisperer. Led various successful acquisitions and received recognition for developing a ‘100 Day’ integration framework that has since been utilized for subsequent integrations globally.

Motivational change agent. Designed and led restructuring of several organizational models using motivational design principles that foster collaborative engagements across divisions and teams resulting in improved employee experience and productivity. Passionate about cultivating collective ownership.

Process pioneer. Process evangelist having worked alongside numerous iconic methodologists to develop and shape best practices and guidelines for balancing regulation, quality and agility.