Leadership is often compared to exploration—venturing into new territory, challenging norms, and changing the game. Jonathan Shroyer does just that in the world of customer experience (CX). As the former CEO and Co-founder of Officium Labs and now the Chief CX Innovation Officer at Arise Virtual Solutions, Jonathan is on a mission to transform how businesses connect with customers, making CX a key driver of growth.
A Bold, Forward-Thinking Leader
For Jonathan, being a pioneer means taking bold actions, embracing change, and constantly aiming to improve. He looks up to history-makers like Harriet Tubman, Martin Luther King Jr., Nikola Tesla, Steve Jobs, Oprah Winfrey, and Mahatma Gandhi—leaders who changed the world with their vision and courage. Similarly, Jonathan believes CX should not just be a business strategy, but a foundation for growth, customer loyalty, and innovation.
Inspired from a Young Age
Jonathan’s love for maps as a child sparked his interest in exploration and strategy. He learned that while some things in life can be controlled, others can’t—just like maps show routes but not the journey itself. This shaped his ability to plan, think ahead, and find creative solutions.
A Born Leader
Even in first grade, Jonathan showed leadership by standing up for his sister against bullies. This early instinct to protect and guide others became central to his leadership style. Today, he fosters a culture of safety, empowerment, and innovation in the workplace.
Rethinking Customer Experience
Jonathan sees CX not just as a support function, but as a major opportunity to grow customer loyalty and revenue. Working with industry experts, he spotted major flaws in traditional CX models and set out to fix them—creating strategies that drive both customer satisfaction and business success.
Changing the Outsourcing Game
With more than 20 years of leadership experience, including roles at Microsoft and Electronic Arts, Jonathan has always been about transformation. His move into outsourcing and consulting came from a desire to make success accessible to businesses and talent around the world—regardless of location.
Driving Innovation at Arise
At Arise Virtual Solutions, Jonathan continues to innovate across various divisions, including Arise Gaming and Consulting. He’s also launching the CX Lab in San Francisco—a new hub focused on raising the bar for customer service.
Building Strong Client Relationships
Jonathan knows that happy clients are key to long-term success. He combines traditional marketing with modern approaches like social proof and word-of-mouth strategies to strengthen trust and brand visibility. His focus on research and development (R&D) helps Arise stay ahead of trends.
Shaping the Future with R&D
Unlike companies that focus only on new tech, Jonathan uses R&D to improve the service experience itself. His future-focused mindset keeps Arise five years ahead of the curve, constantly introducing game-changing solutions.
A Vision 20 Years in the Making
Jonathan’s path to leadership was carefully planned. At 21, he set a 20-year goal to become a CEO—and by 41, he achieved it with Officium Labs. His journey, filled with ups and downs, was powered by the support of his partner Kristen Kator and his son, Andersen.
Sharing His Story
Jonathan will soon release a memoir, Becoming Jonathan, sharing his personal and professional journey. Through this book, he hopes to inspire others to chase their dreams with passion, resilience, and purpose.
Leading the Next Chapter of CX
Jonathan’s work at Arise isn’t just about running a business—it’s about leading the future of customer experience. The new CX Lab and his blend of traditional and modern strategies reflect his commitment to driving change and setting new standards in the industry.
Looking Ahead
Jonathan envisions a world where businesses unlock the full power of customer experience. His goal is not just to help companies succeed, but to create stronger connections between people and the brands they love.
Conclusion: A True CX Trailblazer
Jonathan Shroyer’s story shows what’s possible when leadership, innovation, and vision come together. His mission to reshape CX is already making waves, and he continues to lead with purpose—creating a future where customer experience is at the heart of every business’s success.
