Melissa Zaino spent 10 years in Loyalty Marketing before taking her passion to Bath Fitter, where she spent 8 years as the North American head of Customer Experience. In this role, she led a team to design a successful customer experience strategy, focusing on identifying emerging customer needs and uniting the organization through the actions needed to truly achieve customer centricity. In fact, her strategy was shortlisted in the North American Customer Centricity Awards in 2022 where they finished in second place and again in 2023 at the Customer Centricity World Series where they finished in 6th on the global stage. She is CCXP certified and excited to share and learn from her peers.