Sue Duris

Sue Duris, MBA, CCXP, is a strategic customer experience and business transformation leader with more than 15 years of expertise driving growth through customer-centric frameworks. As Principal Consultant at M4 Communications, she specializes in building CX programs from the ground up, transforming how organizations engage with customers while driving retention, advocacy, and revenue growth.

Sue has delivered measurable results across diverse sectors including SaaS, fintech, telecommunications, and non-profit organizations.

Sue serves as a trusted Board and C-suite advisor specializing in CX strategy, voice of the customer (VoC) programs, customer journey mapping, and AI-enabled CX solutions. She previously served as Non-Executive Director at Customer Institute, contributing to global CX governance and standards while advancing practitioner education.

Recognized as a global CX thought leader, Sue has been featured and quoted in major publications including Forbes, British newspapers The Sun and The Times, Pittsburgh Post-Gazette, and San Jose Mercury News. She has published extensively on customer-centric business transformation in leading industry outlets including MyCustomer.com, CMO.com, CustomerThink, MarketingProfs, and ICMI. Her writing focuses on business transformation and change management, data-driven insights for revenue growth, building foundational CX programs for tech companies, and helping startups achieve product-market fit through customer strategy.

Sue is a sought-after international speaker and serves as a judge for prestigious CX awards programs. She is also a Guest Lecturer at various business schools, including Hult International Business School, and mentors startup founders through GrowthMentor on CX strategy, product-market fit, customer strategy, customer retention, and growth. Her expertise spans customer experience strategy, business transformation, digital marketing, change management, and revenue generation.

Sue holds an MBA in Marketing and Strategy from UC Irvine and a BA in Economics from University of Colorado-Boulder. She is certified as both a Customer Experience Professional (CCXP) and Prosci® Change Management Practitioner.

Sue lives and works out of her home-base in Puttenham, UK and enjoys her vast vinyl music collection, travel, gardening, cooking, and spending time with her husband and American Staffordshire Terrier. And she loves traveling the world over to attend live music and to find that perfect Negroni.