Suzanne Panzica Email Address

Director, Customer Experience and Continuous Improvement

Hillphoenix is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services.

Customers are the lifeblood of all businesses and the customer experience is critical to the success of any organization. However, many organizations struggle when it comes to managing their customers’ experiences and expectations. For a customer experience (CX) strategy to be successful, it must be grounded in data. However, an effective CX program is more than merely knowing who your customers are and what they buy. You also need to know what they value, and how they buy. Today’s customers have more access to information than ever before, and expect an omnichannel experience that is adapted to their specific journeys. I have devoted my career to strategically managing the customer experience and to serving as a bridge between customers and the products and brands I support. I currently serve as director of Customer Experience with Hillphoenix. At the intersection of revenue, customers, and technology, my mission is to deliver a positive customer experience at every touch point throughout the customer journey. I thrive in deadline-intensive environments and am motivated by the opportunity to demonstrate my value through proven performance. In my present role, I have endeavored to streamline and improve the customer experience by improving quote order time and increasing accuracy. I also defined KPIs and put them to work, driving a reduction in abandoned calls from 32% to 5% and a similar reduction in team error rates from 27% to 5%. The net result has been a better, more unified experience for customers and increased revenue and profitability. If you would like to connect, please contact me at panzica.suzanne@gmail.com.