Overcoming the CX/EX Blind Spot

Customer and employee experiences (CX and EX) are rapidly evolving, especially with the advances in Generative AI. CX/EX innovation is business-critical for companies to grow market share, reduce costs, and increase profit and margins. Yet many miss the critical components — in leadership, culture, measurement, and exponential technologies like AI — required to deliver experiences that garner the type of loyalty that attracts/retains top talent as well as garners the trust and loyalty of customers who drive revenue, profits, and margins.

In this session, Dr. Natalie helps us see the value of seeing the world through the customer and employee’s point of view — the very definition of being an empathy practitioner – and thereby become equipped to lead a complete transformation of the decisions, choices, and changes you as well as turn your ideas into actions that transform the bottom line.