Nicole Rubin is an expert in understanding audiences and delivering excellent experiences based on that understanding. For more than 20 years, Nicole has led customer experience strategy and product/service development and innovation projects based heavily on understanding customer needs. She started Customer Sense Consulting in 2001 after 4 years as an Engagement Director at Creative Good, the first consulting firm focused solely on digital customer experience. Nicole’s work has measurably improved the strategy, product design and core metrics for hundreds of organizations. Nicole began her career in research and customer insight at Forrester Research.