Vicki is a passionate and experienced catalyst and change leader that identifies, drives and improves customer and employee experiences with outcomes that deliver growth. She has spent more than 25 years learning and coaching implementation of approaches that change mindset and integrate improvement methodologies to achieve business results. She got her start in the early 1980’s doing research and translation of what the Japanese were doing with Quality and truly believes that the ‘hard stuff is easy and the soft stuff is hard’. Her work experience has spanned industries and countries … high tech (Next Computer & Apple Computer), electric utility (Florida Power & Light), defense (Hughes Aircraft) , construction (Shimizu Construction), film (Pixar Animation Studios), and software (ADPgsi, KANA Software & Intuit) … in the US, Japan and Europe. She has had roles in Quality, Project Management, Operations, HR, Merger Integration, Process Excellence and Customer Experience. She is passionate about helping people discover what needs to be done to improve the customers’ experience and coaching employees to be the best they can be. Vicki is a mother of four, married to her life partner, Peter and is a consummate volunteer at her childrens’ schools plus chairs a non-profit Board. In her ‘spare time’ she has a little farm in Los Altos complete with almost every domestic animal you can imagine. Her mantra of never letting the crystal balls drop reminds her to continually focus on health, family, faith and her friends. What could be better than that?