Panelists included:

Jennifer Quinlan - Headshot
IBM - Logo

Panelist: Jennifer Quinlan Managing Partner – Enterprise Strategy & Interactive Experience, Americas IBM

Doug Chaulk - Headshot
Thomson Reuters - Logo

Panelist: Doug Chaulk Senior Director, Global Legal Premier Support, UK, US, Canada & Philippines Thomson Reuters


Erin Pheister - Headshot
Nationwide - Logo

Panelist: Erin Pheister Vice President Organization Effectiveness Nationwide

Lance Gruner - Headshot
Mastercard - Logo

Panelist: Lance Gruner EVP Customer Care Mastercard



Nicholas Zeisler - Headshot
Zeisler Consulting - Logo

Moderator: Nicholas Zeisler Principle & Founder Zeisler Consulting

It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience. An organization’s CX goals can become a reality when everyone across the enterprise has adopted a unified, customer-centric mindset. But how do you kickstart a culture of customer-centricity? This webinar will explore the technologies, processes, tools & cultural shifts needed to install customer centricity into the heart of your organizational goals for 2021. Transformed consumer demands, coupled with the on-going digital age, mean that you now simply cannot afford to neglect a culture of customer-centricity.

  • Great Customer Experiences Begin with Great Employee Experiences - Employees must understand how brand vision shapes their organization’s CX goals, and organizations must empower them to apply this vision to their day-to-day activities with the technologies, tools, data insights, and processes they need.
  • Customer Centric Leadership – Learn how your organization can authentically become more customer-centric when it shifts to a corporate culture that prioritizes the needs of its customers and employees as much as its business objectives.
  • The Digital Experience is the Human Experience - The digital experience not only informs our human experience, it is inseparable from it. Organization’s going through their own digital transformation face intense pressure to get customer experience right. Meeting consumer expectations & create customer journeys that engender the affinity and trust that can lead to customer love.


About IBM

IBM is the global leader in business transformation through an open hybrid cloud platform and AI, serving clients in more than 170 countries around the world. Today 47 of the Fortune 50 Companies rely on the IBM Cloud to run their business, and IBM Watson enterprise AI is hard at work in more than 30,000 engagements. IBM is also one of the world’s most vital corporate research organizations, with 28 consecutive years of patent leadership. Above all, guided by principles for trust and transparency and support for a more inclusive society, IBM is committed to being a responsible technology innovator and a force for good in the world. For more information about IBM visit: www.ibm.com