T. Sharman

Timothy S. W. Sharman is a customer experience executive with more than two decades of experience advising organizations on strategy, operations, and customer experience (CX). He spent over ten years at Mastercard Advisors, working with clients across industries to address complex customer and organizational challenges, and later led that organization’s CX program.

His work focuses on the structural realities that shape customer experience, and the growing impact of artificial intelligence on how organizations interact with customers. He is particularly interested in how AI changes expectations, trust, and decision-making within customer-facing organizations.

Customer Experience: The Hard Way reflects his perspective on why many CX programs fall short, what it takes to make them effective and enduring—and how AI will require a new management model for CX.