Sheryl Kingstone is the director of Yankee Group's Research group specializing in customer experience strategies. Her research helps business improve customer loyalty and acquisition. She provides strategic insight on how to define, improve and measure customer experience. Specifically, she is an advocate for cross-channel communications, with an emphasis on mobile experiences. Kingstone is a well-known industry analyst in the CRM market, with more than 25 years in the high-technology market. She has extensive speaking experience at conferences and seminars, is quoted in many business and industry journals and provides notable consulting experience with Fortune 1000 companies.