Kristin Guthrie, Senior Vice President of Customer Experience
ICW Group Insurance Companies
Kristin joined ICW Group in 2016 bringing more than 25 years of customer experience, marketing and business development experience. She leads the strategic design and execution of the company’s customer experience initiatives. Kristin and her team oversee market research, customer journey mapping and value creation using Six Sigma methodology to generate customer-centric process improvements. She’s also responsible for integrating customer experience advocacy into the company’s corporate culture.
Prior to joining ICW Group, Kristin was Vice President of Customer Experience at Honeywell, a global Fortune 100 company offering aerospace products and services for commercial, business and general aviation. She led customer experience for the company’s $4 billion Air Transport and Regional Business via innovative and cost effective solutions that significantly increased customer loyalty and sales effectiveness. Kristin also previously led the Customer Experience program at Cessna Aircraft Company.
Kristin’s passion for delivering a remarkable customer experience has resulted in numerous awards, including the prestigious “2015 CX Impact Award – Outstanding Practitioner” from the Customer Experience Professionals Association (CXPA), 2015 Female Executive of the Year – Bronze Stevie award, and the 2015 Summit International Marketing Effectiveness award.
Kristin is a certified Six Sigma Master Black Belt and Adjunct Professor for Rutgers University’s Customer Experience Certificate Program. She earned her Bachelor of Science degree from Kansas State University and her Master of Business Administration from the University of North Texas.