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Keynote: Customer-Led Transformation - CXPA

Monday Mar 20, 2:00 PM – 3:00 PM EDT — Recording link


Customer experience (CX) is the most important and impactful way organizations are seeking to differentiate their brands from competitors. Challenges, including cohesive executive direction, creating consistent brand experiences across all channels, a growing number of communication mediums engaging customers, integrating the channels with the brand experience and consolidating data into a single view of the customer, have all led to leading organizations employing centralized CX strategy and orchestrated activities to meet these challenges head on. 

We'll discuss how organizations are setting the stage for transformation by getting the organization to work differently across the journey, by uniting and igniting the passion for customer and employee experience!

Presenter:

Diane Magers, CXPA

Diane Magers Diane Magers, CXPA
With over 25 years of Customer Experience leadership with brands like AT&T and Sysco, Diane has led transformations to embed customer and employee engagement with definable business benefit. She is currently CEO for the Customer Experience Professionals Association, and founder of Customer Experience Catalysts, a customer experience excellence consultancy. She holds an MS in Psychology and an MBA. Diane is a Certified Customer Experience Professional (CCXP), a CXPA CX Expert, and NPS, Voice of Customer and Customer Experience Management certified.