Nicole Newton

Nicole is passionate about helping employees at every level connect with customers, and bringing the true customer voice inside organizations to inform decision making and strategy.

She is the Customer Experience Practice Lead at Heart of the Customer where she works to bring the customer experience to life for client organizations.

Her experience includes gathering and using customer insights to prioritize experiences that drive customer loyalty, identifying growth opportunities, and developing new products and services. Nicole has built and run customer experience and market insight programs at Thomson Reuters, a Fortune 500 organization.

Nicole excels at working with cross-functional and global employee teams to turn customer insights into innovative ideas for improving the customer and employee experience. She enjoys building customer and employee programs that enable organizations to continuously listen, learn, and improve experiences. Naturally curious, she strives to learn something new every day.

She has served as an adjunct instructor in the business schools at both Fordham University and the University of St Thomas teaching marketing research methods and customer experience to undergraduate and graduate business students.

Nicole is a Certified Customer Experience Professional (CCXP). She holds a bachelor’s degree in economics from the University of Minnesota, and a master’s degree in business administration from Fordham University.

Education

• MBA Fordham Gabelli School of Business
• B.S. University of Minnesota
• Mini-Masters of the Lean Organization University of St. Thomas

Companies

• B2B Practice Leader Heart of the Customer, LLC (2016)
• Lecturer University of Minnesota - Carlson School of Management (2020 — 2020)
• Adjunct Instructor University of St. Thomas - Opus College of Business (2017 — 2018)
• Senior Director Customer Experience | Journey Mapping, CX Strategy, Employee Activation Thomson Reuters (2009 — 2015)
• Adjunct Professor Fordham University (2010 — 2012)
• Director, Customer Insight Thomson Reuters (2000 — 2009)
• Marketing Research Manager Thomson Reuters (1998 — 2000)
• Account Manager Questar (1997 — 1998)