Linda Shea is one of the world’s foremost thinkers in the emerging science of customer experience optimization. A leader in the age of the customer, she helps organizations improve business performance as they seek to harness big/broad data, predictive analytics and behavioral economics to fine-tune each client interaction to grow lifetime value, drive innovation and maximize competitive differentiation. Her focus is on helping her clients develop practical tactics, grounded in research, best practice and business metrics – that directly contribute to business performance. A 25 year veteran of customer experience management excellence, Linda is currently developing new customer experience techniques with companies willing to push the envelope. She seeks to revolutionize all aspects of the customer contact dimension, from the virtual experience to the personal touch – making each one a unique, emotionally engaging moment that feeds back into the business.