Joan Pepper, Customer Success Director at Zycus

Joan Pepper CX University faculty leader

Joan has spent more than 20 years leading Fortune 500 organizations through demanding, turbulent and steady growth times by creating customer experiences that positively and profitably influence corporate profits. Joan founded JG Pepper Consulting in 2015 to serve companies who are launching or redefining their customer experience framework. Prior to JG Pepper Consulting, she served as AIG’s Global Director of Customer Experience Analytics where she led end-to-end journey mapping and strategy.
Joan considers herself a “CX Architect” who takes a structure in need of improvement and remodels it into an enduring edifice with a customer-centric framework, a bedrock of strong analytics, pillars of customer experience competencies and a cornerstone of engaged and empowered associates.
Joan is a Certified Customer Experience Professional (CCXP) and holds a Master of Arts in Psychology. Above all, Joan is a wife and a mother to two children. She is a passionate advocate for adoption.
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