In an era of rapid global expansion and intricate customer ecosystems, mastering the art of CX is more crucial than ever. Join Joan Murphy, Vice President of Customer Experience Operations at TransUnion, as she guides us through the transformative journey of scaling her organization to an international powerhouse. This session unpacks the rigorous process of integrating acquisitions and diverse systems into a streamlined operation, culminating in a robust customer journey framework. Learn how TransUnion navigated through these complexities by identifying and addressing redundancies and inefficiencies, leading to a more coherent and effective global strategy.

Topics Include:

• The pivotal role of a comprehensive customer journey map in understanding and unifying varied customer interactions across different regions and verticals
• The importance of identifying and engaging champions and influencers within the organization to foster a culture of continuous improvement and leadership development
• Insights into the 'Follow the Sun' model and its impact on ensuring 24/7 operational efficiency and customer service