In this session, we will explore the philosophy and foundation of Customer Experience (CX) and how leading with a CX strategy can drive new business conversion, boost profitability from existing customers, enhance employee engagement, and support continuous improvement across the organization. Since CEOs build businesses to deliver value, understanding and acting on how customers perceive your company is central to effective CX management. As managing the people, processes, and technologies that shape customer experiences becomes increasingly critical, we’ll cover key topics including: what CX is, why a CX strategy is essential, the economic impact on your business, its influence on market value and growth, ways to improve customer centricity, and how to apply CX disciplines across your organization.