President & CEO
"Exciting your workforce is essential to creating meaningful customer experiences."
Best Part of CSE: Progress and success for our clients.
Founded CSE in 1994
An expert with two decades of consulting experience, Lise has created some of the industry's most successful customer service improvement programs. Her philosophy is threaded through every CSE success story.
A graduate of Temple University, Lise leveraged her foundation in marketing and communications into a career of management, training and human resources for corporations with renowned service cultures, including Xerox Corporation, Hilton Hotels and Saks Fifth Avenue. She also completed graduate course work in organizational development at the Johns Hopkins University before earning her certification in Customer Experience Management (CEM), Strategy and Design. Intent on redefining the way corporations viewed service culture and its impact on revenues, she launched CSE in 1993.
With a stronghold in the Airport Concessions arena, Lise has more than 15 years’ experience in designing strategic airport specific concessions programs for improving customer service and top line revenue. Her proven success in partnering and developing strategy with executive stakeholders in airports, concessions and master concessions programs has earned CSE the trust of several leading airport clients. She has amassed a team of strategic design expertise in airport service improvement programs that offer service development visioning and alignment with airport and concessions brand strategy and marketing campaigns, and concessions/tenant value-add expertise and program design. She states, “I specifically enjoy playing an active role in designing, planning and executing programs that help our clients to develop and succeed.”
Lise has contributed to numerous publications and television shows, including The Wall Street Journal, FoxBusiness.com, Inside Edition and Airport Revenue News. She's an active industry and community leader, served 8 years on the board of the Mystery Shop Providers Association (MSPA), a member of The Customer Experience Professionals Association (CXPA) and a 2006 graduate of Leadership Anne Arundel.
She was recognized as "Volunteer of the Year" by MSPA North America in 2005 and was the recipient of the YWCA "TWIN" Award: a tribute to women and industry. Lise was awarded the Spirit of Entrepreneur Award in 2011 by the Entrepreneur's Exchange of Annapolis. Lise was also inducted into the Temple University Athletics Hall of Fame in 2011 for women's lacrosse.