Cathleen Zapata is currently the Chief Experience Officer at Precision Dialogue where she manages the Research & Customer Experience division’s accounts, service offerings, lab and team. She is also the past President and a current board member of the Cleveland chapter of the User Experience Professionals Association, the most trusted organization in the field of user experience worldwide.
Cathy has nearly 20 years’ experience working with clients to improve their customer’s experiences balanced with business goals to maximize ROI. She has been published in MarketingSherpa, About.com, UX Magazine, BAI Retail Delivery, Quirk’s Marketing Research Review, has contributed to the Usability Book of Knowledge, and regularly teaches on topics of user experience internationally. She is also a past Crain’s Cleveland Business Women of Note Finalist. Cathy has worked with clients across industries to optimize their online experiences, including Disney, American Greetings, Four Seasons, OfficeMax, Puma, World Kitchen, Coach, Inc., CVS, KeyBank, Nationwide Insurance and more.