Chapter 8: Should CX and EX be owned by a single person?
In this episode of ‘The Experience talk: Should CX and EX be owned by a single person?’, Tanuj and NK are joined by the CX leaders
- Jo Boswell – Director at Sentio-B
- Neal Dlin – Chief Human Experience Officer at Chorus Tree
- Michael Yodice – Project Specialist at Lifion by ADP
- Abhinaba Chatterjee – Product Strategy Consultant
and they are talking about if CX and EX should be owned by a single person and why.
A former UK Customer Experience Awards judge, Salman Sharif is a Customer Experience Specialist and Influencer. He has extensive experience in designing, managing, and delivering insight-driven projects for clients around the world. He is currently at Forrester as a Senior Customer Experience Advisor where he is supporting Senior CX Leaders from FTSE 500 companies across the EMEA region.
Neal Dlin is a veteran practitioner and thought leader in the areas of human experience, both customers and employees as well as a sought-after authority on customer service/contact centers. With over 20 years of experience across multiple industries, leading brands, and digital start-ups, he has proven expertise in service strategy development, employee and customer journey design, contact center operations, and organizational transformation.
NK is a passionate Customer Experience Evangelist, a blogger, and an influencer with an overall work experience of over 18 years. He has previously worked with multinational brands like Microsoft, Tesla, Iron Mountain, Autodesk, McKinsey, Fandango, Sequoia, MGM, Verizon, Hulu, and many more and has exposure to multiple segments such as Automobile, Health Care, Retail, B2B, B2C, K12, and Other Education sectors. He has successfully managed complex platform transition, technology implementations, scripting to data processing and has taken leadership roles to optimize processes, increase the level of quality deliverables and increase overall client satisfaction.
An enthusiastic leader and a product owner, Tanuj specialize in driving product vision while creating product roadmaps and ensures the priority of high-value requirements in every release to meet and exceed customer expectations. Steering scrum team in daily standups, sprint planning, backlog refinement, sprint demos, and retrospectives, Tanuj values face-to-face communication to collaborate across departments to achieve company goals. He is a futurist, with expertise in identifying opportunities and risk implications of emerging business and technology trends and commercializing promising opportunities.