Founder & CEO
Customer Experience Professionals Association
Passionate customer experience executive and change agent. Thought leader and innovator for ways of engaging associates and customers. Skilled in creating CX business value and systematically embedding experience management into organizations. Specializes in enabling brands with skills and competencies like design thinking to drive culture shifts and business impacts.
Over 25 years of transforming customer experiences – everything from front line to infrastructure - working in and with brands of many sizes and industries. Her successes are in part derived from prior roles embedding experience-led change into vastly different areas of organizations, including corporate strategy, IT, organizational readiness, operations, user experience, project management, sales, marketing, and finance.
Diane is Emeritus Chair and most recently CEO for the Customer Experience Professionals Association. She speaks and conducts workshops all over the world to help transform experience strategy into action and financial results. Diane earned a Masters in Clinical Psychology and a Masters of Business Administration. She is a Certified Customer Experience Professional (CCXP), and holds certifications in Voice of Customer, Customer Experience Management, Net Promoter Score and Experience Design and Innovation.
Wednesday, May 18
US/Eastern from 12 :55 PM to 1 :25 PM ( 30 mins )
[Panel] The VoC Playbook: Listening to the Customer Experience at Every Touchpoint
Touch points occur throughout the customer journey and are essential tools for creating an integrated VoC program. In this panel, we’ll discuss how feedback across channels provides the information necessary for a comprehensive analytics program. In-store, online, and at every support interaction, we’ll learn how touch points are an opportunity to build a complete picture of the customer journey.
Topics may include:
- Real-time listening and data integration across touch points
- Increased customer loyalty through data mapping
- Fulfilling unmet customer needs