Connie Watkins

In today's challenging business landscape, customer experience (CX) leaders face mounting pressure to demonstrate clear returns on their investments while meeting rising customer expectations. This session provides practical strategies to help you break through the CX slump and deliver measurable business value. Learn how to align your CX initiatives with business goals, leverage AI capabilities responsibly, and create personalized customer experiences that drive loyalty. We explore effective approaches to consolidate data silos and build compelling ROI narratives that resonate with C-suite stakeholders. You'll gain insights into capability planning, measuring success metrics, and balancing innovation with customer trust. This session equips you with actionable frameworks to transform your CX strategy and demonstrate tangible business impact in an era of tightening budgets and increasing demands.