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Rich Johnson has a significant amount of experience in customer experience leadership roles. Rich currently serves as the Director of Customer Experience at Amada Senior Care, where they lead all CX efforts for a senior home care provider in Northern New Jersey. Prior to this, they held the same role at Encore Global (previously PSAV) where they focused on developing a customer-centric culture and driving change throughout the organization. Rich also served as the Manager of Customer Care at Essendant, managing a high volume customer care center. In addition, they were the Director of Customer Experience at Best Western Hotels & Resorts, where they led customer feedback initiatives and improved survey feedback reporting tools.

Rich Johnson earned a Bachelor of Science degree in Consumer Sciences from Eastern Illinois University.