My CX career began in the B2B professional services world (Big Four accounting and law), but many people know me as one of the U.S. federal government's first agency-level heads of customer experience (2012-2016). During this time I also served as an advisor for President Obama's multiagency task force on customer service, now called customer experience. I'm a founding member of the Customer Experience Professionals Association and a Certified Customer Experience Professional (CCXP) with a background in corporate communication, business development, broadcasting, and PR. Just before launching Practical CX, I served as the chief advisor and CX subject matter expert for the federal team at Qualtrics, now owned by SAP, and spent some time working as part of the headquarters team for the Customer Experience Professionals Association (CXPA).
Thursday, October 28
US/Eastern from 1 :15 PM to 1 :40 PM ( 25 mins )
[Panel Discussion] How to Innovate Your CX Through Disruptive Times
Do you have time to be curious? Does your business? How do you enable your CX teams to innovate? As we wrap the 2021 DX Summit Series, join this panel of leaders as they discuss tried and true practices for driving innovation in their digital CX practices. Learn how today’s innovators go beyond the A/B test to take their marketing operations and customer experience to the next level.