David Hicks is CEO of TribeCX, a customer experience transformation firm made up of 21 senior CX leaders. With more than two decades in the customer experience field, he built the company around the idea of turning entrepreneurial insight into practical products and services rather than generic consulting advice.
Hicks has focused TribeCX on a persistent problem for senior executives: proving measurable return on investment from CX platforms such as CRM systems, especially when internal teams have uneven levels of expertise. His firm's proprietary "Origin" digital playbook, paired with expert coaching, builds that expertise in-house through sprint teams that redesign specific experiences, demonstrate results, and then scale what works across the client organization.
That approach has been put to work through an engagement with Salesforce spanning 17 countries, alongside collaborations with major voice-of-customer platforms such as Qualtrics, Medallia, and InMoment, delivering returns as high as 150-to-1 on individual sprints for some clients. During the pandemic, Hicks also released "Smart Map," a free planning framework that helped more than 200 senior leaders think through crisis response.
