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Great CX Programs Aren't Enough. CX Has to Be Built Into How the Business Runs.

CX programs aren't the problem. Where CX sits is.

Most organizations have CX programs, data and metrics, but CX still sits outside the core decisions that drive the business. What's missing is a systematic, organization-wide way to connect experience strategy to goals, decisions and execution.

In this executive panel, business and CX leaders explore what an Experience Operating System (XOS) looks like in practice, where to begin, and how embedding CX into the way the business operates turns experience into a driver of growth.

What you'll take away:

  • How to show experience as a driver of growth, performance and business value

  • Where to begin, and the first moves that build real momentum

  • How to connect experience strategy to business goals, decisions and execution

  • What an Experience Operating System (XOS) looks like in practice

  • How to make CX a shared, cross-functional responsibility, not one team's job

Meet the Speakers

Megan Headshot

Megan Burns,

Founder & Principal, Experience Enterprises

A CX strategist and author, Megan spent more than a decade as a Vice President at Forrester, where she created the Customer Experience Index and the Outside In CX maturity model. She has advised executives at Microsoft, Workday, FedEx, Verizon and AT&T.


Sara Tanner bio

Sera Tanner,

Customer Experience Director, Delta Dental of New Jersey and Connecticut

Sera is an award-winning CX leader who has led customer experience at Delta Dental since 2016. Previously, she spent nearly 13 years at MetLife in customer experience and marketing leadership roles. She has also served on CX advisory boards at Rutgers and Seton Hall universities. 

 

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Katerina Gryparis,

VP of Client & Growth, Strategic Accounts, McorpCX

Katerina built and led Exact Sciences' first enterprise CX function, driving gains in patient engagement, adherence and revenue. Before that, she led customer experience during 13 years at TruStage, then advised Fortune 500 CX leaders at Forrester.


Bios (11)-1

Kara Hoisington,

Vice President of CX Operations and Client Engagement, McorpCX

Kara partners with Fortune 500 companies to make customer experience a core part of how the business operates. She leads complex CX initiatives in healthcare, insurance, government and financial services, and began her consulting career in Forrester's Strategy Consulting organization.