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HorizonCX, LLC

HorizonCX is a small agile Customer Experience (CX) consultancy. Being a small veteran-owned business, among many giants within the customer experience industry, we cater to the unique wants and needs of specialized clientele large and small within public, private, non-profit, B2B and B2C organizations.  We are a business that values and builds lasting partnerships with our clients.  Regardless of the size of your company, it’s worthwhile to at least consider partnering with a small business for your Customer Experience needs for among the following key reasons.

  • We realize that our business enables and energizes your business

  • We stick to only what we know and can do best—we are not all things to all people

  • We treat our clients as real people – not as numbers

  • We offer the very best we can offer at a price-point that is more than affordable

  • We deliver on exactly what we promise with honesty and integrity

  • We aim to serve clients quickly and efficiently—no complex loopholes or bureaucracy

  • We work with agility and flexibility—knowing that your needs could change at any moment

  • We make you feel like you are the only client we have and are busy serving

  • LinkedIn

My Story

Karl brings over thirty years of skills and experiences gained in high-tech research and manufacturing B2B environments along with proven business acumen. Throughout his career, he has served in a broad range of roles within marketing, sales, training, and training management—developing internal and external customer relationship skills and building a decided customer-centric focus along the way. As the Founder and CEO of HorizonCX, Karl offers professional services to organizations in two general categories.

  • Small to medium-sized businesses aiming to begin the Customer Experience journey

  • Large enterprises on the Customer Experience journey aiming to bring it to the next higher level

In his former corporate role within Tyco SimplexGrinnell, a leading fire and life-safety provider doing business throughout North America, Karl served as Customer Experience Lead where and his team focused on driving those elements of the customer relationship and experience that increased customer satisfaction, reduced customer churn, and increased customer lifetime value.

Karl is steeped in the Customer Experience Management discipline, including developing customer-centric cultures; determining the voice of the customer and deriving insights and understanding; fostering organizational adoption and accountability; creating customer experience strategies, designing approaches that will achieve customer experience excellence, and setting up metrics and measurement systems that help drive organizational return on investment.

Through his knowledge of adult education and learning styles plus prior experiences as a director of training, he offers additional skills in developing structured learning environments. During his tenure at Tyco for example, Karl developed the Next Improvement in Customer Experience (NICE) Workshop concept that has been in operation throughout the organization since 2010 and driving new levels of customer focus leading to increased customer retention. He has developed certification programs for professional services teams and was a certified consultative sales trainer and coach.

Karl is a United States Air Force veteran and served during the Vietnam era.  He holds a Master’s degree in Education from Boston University, is actively engaged with the Customer Experience Professionals Association (CXPA), initiated and led the CXPA Boston Network and event planning committee. Karl also formerly served on the original CXPA Board of Directors for five years as well as having served on several other key CXPA committees. He also served in past leadership positions within the American Society for Training and Development (ASTD). In addition to his professional CX persona, Karl doubles as a singer-songwriter and musician and has recorded two CDs of his original music.

The HorizonCX Board of Advisors

The HorizonCX Advisory Board is a team of business professionals with a diverse set of skills and experiences from within both business-to-business (B2B) and business-to-consumer (B2C) organizations.  Each of them has a background in customer experience management and together they provide HorizonCX with valuable insights and ideas to help us identify new and unmet market needs that fit within our unique business model to help us succeed.  This team of advisors offers us very unique and individual perspectives gained through years of practical and in-depth business experience.

Alec Dalton, CRDE, CHIA

Partner, Hospitality Leadership Academy

Rich Dorfman

VP, Customer Experience, Eastern Bank

Jerry Seufert

Customer Experience Advisor, Executive Coach

Brett Sharp

CX Strategy & Trends Advisor

John Haynes

Marketing Executive and Business Visionary

Patty Soltis

Principal Customer Experience Consultant, Kinetic Edge Consultants

Reginald Chatman

Director, Program Management, Google

Mindy King

Customer Experience Strategist

James Duckworth

Customer Experience Executive

Peter Swaim, MBA, CSSGB, CX-PRO

Marketing, Business Development

Mike Bowers, CX-PRO

Sales Leader Focused on Customer Experience

Carol Sharicz, EdD

Professor, UMass Boston


Feel free to reach out to me at any time for inquiries about CX-PRO certification training or any other CX-related questions.


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