Subject Matter Experts

In addition to the ClearAction leadership team, The ClearAction Value Exchange is supported by highly qualified, nationally recognized subject matter experts.

We maintain relationships with experienced marketers and CX executives from industry-leading companies who share their knowledge and best practice expertise via the ClearAction Value Exchange. These seasoned professionals collaborate with our members across the various ClearAction conferences and events in addition to providing custom-scoped advisory services to drive sustained business results.

Bill Cusick is a customer-focused transformation leader, author, entrepreneur and advisor. As Chief Customer Officer he led Zurich North America's efforts to become more customer focused, transforming the employee culture. He founded Vox, Inc., consulting a diverse range of clients, including Fortune 100 financial service companies with millions of customers, to improve customer experience, communications, engagement, retention, and profitability. He led Customer Communications at Allstate Insurance in the effort to transform how the company communicated with its 15 million customers, resulting in more relevant, customized experiences that also saved millions in operating costs. Bill graduated with a Juris Doctor from John Marshall Law School with honors. He wrote a monthly customer experience column for Fortune China, and he is author of the 2009 book “All Customers Are Irrational: Understanding What They Think, What They Feel, and What Keeps Them Coming Back” (AMACOM), which has been translated and distributed in Brazil and China.

Diane Magers has led customer and employee experience transformation in food service, telecom, manufacturing, nonprofit, healthcare, learning and financial services companies with extensive business-to-business background. Her roles at Sysco Foods, AT&T and CXPA included CEO, Office of the Customer, Senior Director of Customer Strategy and Business Transformation; and Director of Customer Engagement, Sales & Marketing. Some of her clients include VMware, Honeywell, Blue Cross Blue Shield, Dale Carnegie and Invisalign Technologies. Diane has earned an MBA and an MS in Clinical Psychology. She is a Certified Customer Experience Professional (CCXP) and is certified in Design Thinking, Voice of Customer, and Customer Experience Management, Value Creation and NPS. Diane has a wide range of engagement experience and her specialties include human-centered design, employee experience, customer intelligence insights and action, customer-centric strategy, and customer and employee business value and translation to financial measures and metrics.

Jim Rembach has led customer service and CX transformation for retail, financial services, utilities, manufacturing, nonprofit, and government. His roles at AutoZone, Deluxe Financial Services, and Customer Relationship Metrics included Team Leader, Director of Operations, Process Engineer, SVP Sales Marketing, and Chief Spokesman. His clients include Travel Guard, Duke University’s Divers Alert Network (DAN), EPB, Portland General Electric, Cincinnati Children’s Hospital, Blue Cross Blue Shield of Nebraska and Apple. Jim is certified in the Science of Persuasion and is An Even Better Place to Work Expert, Employee Retention Specialist, and Certified Emotional Intelligence Practitioner. Jim’s specialties include empathy mapping, emotional intelligence CX design, emotional intelligence organization development, chatbots, artificial intelligence, contact center operations, analytics, and persuasive communications. and Buy-in, Digital Marketing, Social Selling, Marketing Automation, Visual Display, and Customer-centric Leadership Development.