Sarah Simon, CCXP is a CX Design Partner for Verizon Business Group where she designs digital and voice CX solutions. She created and took to market the industry’s first academically-validated CX maturity model, the Confirmit Compass CX Assessments. She is the 53rd Certified Customer Experience Professional (CCXP) on record with the CXPA and is an alumna of their CX Experts panel. Simon believes great customer experiences don’t just happen; they must be mindfully crafted and nurtured to evolve over time.