Meet The Cicerone Group’s Managing Director:
Christine Frishholz
Christine Frishholz has made a consulting career in customer experience management, process improvement, training and organizational development. She has held executive positions in the 
hospitality, retail and financial services industries. A certified Six Sigma Black Belt, she has served as a senior examiner for the Washington State Quality Award, and completed her TQM certificate from the University of Washington. Christine is a featured speaker at corporate and industry events, including the 2008 Achieving Customer Service Excellence Conference, and Keynote at Microsoft’s 2005 Business Excellence Summit.
Christine is also a Master Trainer, qualified to facilitate a variety of programs, including:
- Myers-Briggs Type Indicator (MBTI)
- Franklin Covey’s The Seven Habits of Highly Effective People
- Eckerd College’s Conflict Dynamics Profile
Her impact as a change agent has resulted in sustained performance improvement through the strengthening of organizational culture, leadership accountability and whole systems thinking focused on customer requirements.
Strategic Partners
Carol Knight-Wallace
Carol Knight-Wallace is an operational and performance excellence expert who has spent much of her career starting programs and services or improving processes and organizations. She spent more than a decade in financial services as an internal consultant/project manager, program manager, and process engineer (Six Sigma). She also served more than 20 years in state and local government managing efforts in quality/performance improvement, public relations, operations management, and social services.
She holds a Project Management Professional Certificate (PMP), Six Sigma Black Belt Certification from the American Society for Quality (ASQ), a certificate in Total Quality Management from the University of Washington, an MBA from City University of Seattle and a Bachelor of Arts from The Evergreen State College in Olympia, WA. In addition, she is a Senior and Alumni Examiner for the Baldrige Criteria for Performance Excellence and is a member (former Chair) of the Judges Panel for the Washington State Quality Award (WSQA).
Karen Turner
Karen Turner is a learning, development and internal communications executive recognized for her ability to partner with leadership to align talent development strategies with business needs to achieve performance goals, lead organizational change, engage employees, and solidify brand loyalty. She specializes in the assessment, design, development, and delivery of learning programs. Karen is a member of ASTD and is certified to facilitate:
- Tracom’s Social Styles & Versatility
- Blanchard’s Situational Leadership
- Development Dimensions International’s Interaction Management, Techniques for an Empowered Workforce and Service Plus.
Karen offers rich expertise gathered through implementing global initiatives, across cultures and industries. Her success is a direct result of her passion for people, culture, leadership and service, as well as her ability to blend understanding, learning, practical application, operational effectiveness, and organizational value into tangible results.
Peter Gurney
Peter Gurney is a service strategy expert with a background in market research and consumer behavior. He has designed, implemented and managed numerous customer and employee feedback programs for organizations in a wide range of industries, including banking, hospitality, government, retail, restaurant, technology and telecommunications.