CX Leader


I am delighted to be invited as a keynote speaker for the 2015 Total Customer Experience Leaders Summit, June 3rd in Miami Florida. My presentation From Lip-Service to Measureable Change: How to Drive Customer-Centricity will identify the top 15 drivers on how to build a customer-centric organization.

There are many components needed to create and sustain a customer-centric organization—from the commitment of the senior leadership team or the effectiveness of a voice of the customer program, to the engagement of employees. Understanding where to focus resources and company efforts to drive measurable impact is what many executives struggle with today. Discover the key value drivers of a customer-centric culture based on the latest North American benchmarking results conducted by Janet LeBlanc + Associates and the Peppers & Rogers Group.

  • Understand the five pillars of customer-centricity
  • Discover the key value drivers of customer-centricity that drive culture change
  • Pinpoint what senior leaders need to do differently to make a difference.

The conference is packed with great speakers including Stephan Chase, VP, Consumer Insight Research and Analysis for Marriott International, Diane Magers, Office of the Customer Mobility and Business Solutions, AT&T and Michael Lenz, Global Director of Brand for Cisco and many more.  Don’t forget to use my discount code of TCXL15JL to receive a 20% discount off the registration fees.  Hope to see you there!

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