CX leaders often struggle against internal misalignment, siloed execution, and lack of leadership ownership. This session will highlight the most common failure points in an organization's journey to consumer centricity and introduce a diagnostic framework to help CX leaders quantify where their organization stands in respect to its consumer, making it easier to secure leadership support and drive real change.

By the end of this session, the audience will:
- Learn about the key breakdowns with the organization that prevent CX strategies from delivering impact.
- Understand how a diagnostic can help objectively quantify misalignment and operational gaps.
- Develop strategies to use data-driven insights to gain leadership buy-in and drive execution.
- Review the hidden benefits of drawing in cross-functional teams to push your CX strategy.

Michele Ross

Founder and General Manager
MLR Consumer&Commerce
(Italy)

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