Customer Experience Advisory Member

Monica Ford

Active Term: 02/2025 - 01/2026

Areas of Expertise

• Your Customer Experience Strategy
  
• Your Customers, Their Experience Journey
  
• Customer-Focused Innovation
  
• Principles of Customer ​Relationship Building
  
• Customer Experience Functional Alignment
  
• Customer Experience in your Organization-Navigating Politics of Change

Director of Client Experience, Client Services

Louis Vuitton

Monica Ford is a passionate CX and Operational Transformation Leader with over 15 years of experience driving customer-centric strategies across diverse industries, including financial services, automotive, and luxury retail. Holding a Bachelor's degree in Business Management Administration and a Forrester Certified CX Professional designation, She has a proven track record of delivering exceptional results at companies like GM Financial, Cadillac, and Louis Vuitton.

​A key achievement includes spearheading the implementation of Voice of Customer (VoC) programs at GM Financial, transforming how the organization listens to and acts on customer feedback. Further, She led the implementation of AI-powered chat as a new communication channel at GM, and later spearheaded the evolution of that initial chatbot into an asynchronous messaging platform, dramatically scaling customer contact capacity through innovative technology.

At Louis Vuitton, she contributed to significant operational efficiency enhancements by implementing technology-driven improvements to call center strategies, optimizing workflows and enhancing the customer experience. Monica’s vast knowledge and hands-on experience make her a valuable asset to the Our Lady of the Lake University Executive CX Certification Program, shaping the next generation of CX leaders with cutting-edge insights and best practices.

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