DO NOT USE
Being able to connect to the priorities of leadership is a win for teams in the organization. Gartner surveyed leaders and found top priorities are growth, work force management and technology.
In this session, learn the priorities of leadership and gain a better understanding of their roles and responsibilities. Use this empathy to drive change for your teams, divisions, and departments.
Create a strategy that aligns with the priorities of leadership, leverage metrics that translate through the organization, and use storytelling to drive change that leads to results.
Agenda:
5:30 PM - Virtual/Zoom meeting will open 6:00 PM - Presentation 7:30 PM - Raffle prizes give-away 8:00 PM - Virtual/Zoom meeting ends
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Meet our presenter:
Over three decades of experience, Patty has been a practitioner, consultant, and analyst in Customer Experience (or "CX"). She led dysfunctional organizations through change management to profitability. She found significant financial benefits with more profitable sales and lower expenses using the CX discipline.
Patty started her career listening to the voice of the employee, learning more about the customer elevating customer experiences. Using customer-centric business strategies and change management principles, Patty created customer-centric cultures, advised organizations to adopt CX, and analyzed best practices teaching CX.
Patty worked in retail for 27 years. She was a VP/GM for Neiman Marcus, Marshall Fields, and Lord & Taylor. She was a consultant for several years working with both small and enterprise organizations. Patty was a principal analyst – CX for eMarketer/Insider Intelligence and a patient experience consultant for Moffitt Cancer Center. She currently serves as a senior customer experience manager for the tech company, Upwork.
Patty is a Certified Customer Experience Professional (CCXP) and CX-PRO and was named a CX Influencer by CX Scoop in 2023. She is an active member of the CXPA where she led the writing of the Book of Knowledge, launched the FL CXPA network, and serves as a leader on the FL network. Patty is a member of Horizon CX Board of Advisors.
Patty is a proud alumnus of the Indiana University Kelley School of Business where she earned her B.S. and went on to earn her MBA from Oakland University focusing on human resources. She has several certifications from Florida Atlantic University and the University of South Florida including Value Creation, Post Crisis Leadership Management, Diversity, Equity, and Inclusion and more.
