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Author Archives: Erika Martin

Erika Martin is the Director of Customer Experience at Genworth U.S. Mortgage Insurance. Utilizing her product management and development, sales, technology and process improvement experience, Erika develops and evolves the strategic direction of Genworth’s customer engagement and delivery experience. Erika is certified in Lean Six Sigma and holds an MBA from UNC Kenan-Flagler and a Real Estate Broker license. The statements in this article are solely the opinions of Erika Martin and do not necessarily reflect the views of Genworth or its management.

Customer Experience: Listen, Experiment & Measure


Now is the time to ensure your customer experience initiatives are adapting to the new normal and you understand any shifts in your customers’ needs and expectations. This piece originally appeared in the August edition of DS News, out now.

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