Women in CX Community April Live Panel: How to Become a Highly Effective CX Leader скачать в хорошем качестве

Women in CX Community April Live Panel: How to Become a Highly Effective CX Leader

In today’s increasingly complex operating environments, the role and remit of the CX leader is evolving at pace. Depending on the industry, sector, channels, organisational maturity and level of digitisation the role can look and feel very different, and be subject to significantly different challenges. It’s becoming increasingly clear that there is no ‘one size fits all’ definition or approach to customer experience anymore. But are there a set of core competencies required to be highly effective and succeed? If so, what are the skills and qualities needed to have impact and influence on entire organisations? Listen in to the reply of Clare Muscutt and a panel of expert guests from the Women in CX community as they discuss the challenges faced by CX leaders striving for better customer and employee experiences, debate the merits of different approaches to leadership and provide their practical advice and tips on how to become more effective. Panel Guests Gemma Colby, Head of Customer Experience, YELL UKCXA CX Leader of the Year, Gemma is a senior-level CX professional, passionate about building effortless customer experiences, with over 10 years’ experience in leading strategic and insight-driven improvement across a wide range of customer journeys. Chantel Botha, Founder & Managing Director, BrandLove Chantel is the Founder and Managing Director of BrandLove, a customer-focused innovation consultancy. A Certified Customer Experience Practitioner (CCXP), Chantel is all about making things better than they were and, through experiential education programmes and consulting, helps her clients to grow by showing them the best problem-solving techniques that she’s fine tuned over her past 20 years within the business. Combining her skills and experience, Chantel aims to help businesses to develop their experiences to become the choice of top talent and customers alike. Susanna Baque, Senior Director – Global Customer Experience, SCIEX Susanna is an experienced Senior Global Leader in Customer Experience, with a demonstrated history of working in the biotechnology and life science industry. Skilled in Biotechnology, leadership, strategy, change management and continuous improvement. She is experienced in sales, market development and technical support leadership, a high achiever being results-driven and very flexible to accommodate new challenges to drive growth and enhance the customer experience. Susanna is driving D&I at Danaher and leads the European Women and Friends Associate Resource group. For more information about joining the world's first community for Women in Customer Experience head over to www.womenincx.commmunity