SPEAKER

James Killian is a renowned expert in employee experience, known for his insightful and engaging approach to workplace culture and leadership. With a deep understanding of organizational dynamics, he helps companies create thriving environments that enhance employee satisfaction, productivity, and retention. His expertise empowers leaders to drive meaningful workplace transformation.

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SESSION DESCRIPTION

Building on the industry challenges associated with employee experience and engagement, James addresses market conditions and the pressures that it puts on organizations in creating a customer driven culture. Companies today are under immense pressure to differentiate themselves and their brands on the basis of the customer experience (CX). And company leaders are faced with ever-increasing challenges to deliver exceptional EX and CX programs as a result. The session will focus on the impacts of high-pressure market conditions and effects on leaders' abilities to create effective environments for their teams to deliver exceptional customer experiences. The presenter will discuss potential derailing CX leader behaviors (Customer-Avoidant & Customer-Tolerant Leadership) and aligning CX leader behaviors (Customer-Centric and Customer-Driven Leadership). This interactive session will explore: 

- Describing derailing and aligning CX leadership behaviors

- Identifying positive and negative impacts of these behaviors on employee and customer experiences

- Strategies to align cultural values that ensure better EX and CX environments for continued brand differentiation

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XM CHALLENGE MAPPING: Employee Experience and Engagement