CEO/OWNER
Christa Heibel
Christa's Expertise:
- Operations
- Strategy
- Technology
- Workforce
- Sales/Growth
- Marketing
- Customer Experience
- Leadership
- Finance
- Project Management
Background:
Christa Heibel began her contact center career in 1992 as a frontline agent and went on to serve in leadership roles across nearly every level of operations, including executive positions such as COO, Interim CEO, and founder of CH Consulting Group. In 2011, she launched CH Consulting Group to help organizations align customer experience, operations, and technology with measurable business goals. With decades of experience spanning frontline operations, executive leadership, and organizational transformation, Christa brings a practical, operator-driven approach to improving performance, strengthening customer experience, and guiding strategic growth.
Approach:
Christa believes the contact center has evolved far beyond a transactional support function. As AI and self-service continue handling more routine interactions, organizations must build experience centers that are aligned with both customer expectations and business goals. Her approach begins with understanding the current operational environment through deep discovery across people, processes, technology, and performance. From there, she helps organizations develop practical, data-driven strategies backed by KPIs, operational insight, and ROI modeling. Christa is known for her collaborative, direct, and execution-focused approach to transformation and leadership.
Experience:
With more than 30 years in the customer experience industry, Christa has led operational and transformation initiatives spanning AI maturity, CX strategy, workforce optimization, leadership development, and technology alignment. Alongside the CH Consulting Group team, bringing more than 500 years of combined experience, she has supported organizations across healthcare, financial services, utilities, and national consumer brands, including Adventist Health, U.S. Bank, SiriusXM, Nutrisystem, and Deluxe. From helping private equity-backed organizations scale operations to guiding healthcare systems through complex transformation initiatives, Christa is known for building practical strategies that improve performance, strengthen customer experience, and support long-term growth.