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EXECUTIVE PROGRAMS
at The George Washington University School of Business
offered in partnership with the Zschool

Customer Experience Advisory Council Member Profile


Martha Spencer

International Baccalaureate
Consultant

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Areas of Expertise

Customer-Focused Innovation, Customer Experience Functional Alignment, Accelerate & Improve Decisions with Data, Customer Experience in your Organization-Navigating Politics of Change
Martha is an accomplished global CX executive with extensive senior leadership experience spanning 4 continents. Having spent the last 15 years in the education space, Martha has served as a Chief Customer Officer as well as Vice President , Customer Retention, ensuring that the voice of the customer is understood throughout the organization so that initiatives and investments are focused on key business impact areas.

Her key areas of focus have include leveraging data analytics in order to develop and design initiatives in support of the customer, as well as demonstrating focus on the voice of the customer, customization of support, and evidence-based decision making (CSAT, NPS and CES) for improvements to the customer experience.  Prior to her work in higher education, Martha worked for a wide range of customers at both QVC and Continental Airlines.  

In her current role at International Baccalaureate (IB), as the Global Head of the IB Educator Network and School Delivery, Martha is responsible for overseeing the global community of educators, while managing the needs of the IB.
Martha holds an MBA from The Pennsylvania State University.

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712 H Street NE  #1530
Washington, D.C. 20002

Contact:

Kevin Kellbach
Title: Director, CLAI        
Phone: 202-313-7699   
Email: kellbach@gwu.edu  
Webpage: https://business.gwu.edu/kevin-kellbach

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  • Home
  • About Us
    • About GWSB
    • About zSchool
  • Our Programs
    • Design Thinking Certificate >
      • The DT Difference
      • Faculty and Leadership
      • Academic Overview
      • Upcoming Classes
      • Curriculum
      • In-Class Experience
      • Online Experience
    • Customer Experience Certificate >
      • The CX Difference
      • Faculty and Leadership
      • Academic Overview​
      • Upcoming Classes
      • Curriculum
      • In-Classroom Program
      • Online Program
      • Program Faq
      • Register Now
    • Transformative Leadership in Disruptive Times >
      • THE TLDT DIFFERENCE
      • Faculty & Leadership
      • Upcoming Classes
      • Curriculum
      • Register Now
    • Going Virtual Certificate >
      • The GV Difference
      • Academic Overview
      • Upcoming Classes
      • Curriculum
      • Live Virtual Class Experience
      • Online Experience
      • Register Now
    • Cybersecurity Certificate >
      • Cybersecurity Difference
      • Academic Overview
      • Upcoming Classes
      • Curriculum
      • In Class Experience
      • Online Experience
      • Program Faq
      • Register Now
    • Digital Marketing Certificate >
      • Digital Marketing Difference
      • Academic Overview
      • Faculty and Leadership
      • Upcoming Classes
      • Curriculum
      • In Class Experience
      • Online Experience
      • Register Now
  • Contact Us
    • Custom Programs