ARCET Global

CX DFW Customer Experience Community Event

JANUARY 26, 2023

CX DFW Customer Experience Community Event

The Art and Science of driving actionable insights: Using Experience Data Storytelling to Speak to the Head and Heart
Graphs and charts speak to the head. Customer voices speak to the heart. Yet most leaders and teams don’t live with that information day-to-day. And they might also not its importance and how to use the data. It’s important to harness and present data generated from unsolicited feedback (combine with quantitative data) to every level of the organization because those insights have the greatest influence. Engagement and understanding data is the first step of prompting action.

Join us to learn:

  • How data-driven storytelling is different from classic storytelling
  • Case studies and real-world issues
  • How and why the human story moves people to action
  • How AI and ML support data-driven storytelling
  • Tools you can use to build your stories

Join us as a panel leads us through proven approaches to how storytelling can differentiate your experience discipline and drive the action you want!

The Speakers
Founder and Chief Experience Officer, Experience Catalysts

An accomplished senior customer experience, sales and marketing executive with diverse and exceptional leadership skills. Drives contribution to bottom line results through strategic planning and designing services to deliver consistent brand and value messaging. Innovative leader and expertise in customer engagement strategy, design, development, and execution. Extensive experience in design and implementation of sales, marketing and services solutions and applications including SAP. Known as an innovative and creative strategist, Diane has over 25 years of proven ability to identify opportunities in customer interactions. Her strengths include designing and launching services and solutions based on enterprise, customer and associate needs through various market channels. Diane has demonstrated competence in startups, mid-size and Fortune 100 companies. Outstanding reputation for partnering, mentoring, promoting collaboration, and resolving complex business issues. Diane is speaking at Customer Experience industry events and consulting with companies to support and educate them as they build or enhance their customer experience practices.

Sr. Director Partnerships, Medallia

Michelle Brigman is a transformational Client Experience leader focused on innovating strategies to drive revenue, mobilize cohesive teams, and influence the customer experience. Michelle has created profitable results in CX leadership positions for global iconic brands such as 7-ELEVEn, Citi, and Dell. She was named Top CX Professional 2021, 2017 IT Executive of the Year, 2017 CXPA Innovation Award Winner, and Judge in the 2020 North America Customer Centricity Awards. Currently, she is the Sr. Director of Strategic Alliances for the #1 Experience Management platform Medallia, co-host of the Hard Won Wisdom podcast, Vice President of Women’s Leadership Network, and founder of Brave Balanced Women, where she helps Executive Women find balance through wellness practices, self-discovery, and a powerful tribe of advisors.

Marketing Technology Lead, evolv consulting

Digital Marketing Transformation specialist with two decades of experience in digital consulting and digital agency. Leverages experience in customer experience, agency, and brand strategy in order to both increase revenue and decrease costs for brands. With an increasing focus on first party data, Jeremy leverages his knowledge of MarTech, AdTech and digital media strategy to increase the successful monetization of customer data. Well-rounded business experience in multiple countries and industry verticals encompassing increasing productivity, strategically growing client accounts, managing operations, vetting new technology and spearheading groundbreaking projects. Strong experience in maximizing corporate and client ROIs, designing, launching, and directing high-impact strategic growth plans. References continually mention strong experience in building top performing managerial teams and cultivating world class talent.

Director of Customer Experience, Loloi Rugs

Matt Wilson is the CX Director for Lolio Rugs, previously with 7-Eleven Matt lead a customer experience (CX) program supporting 11,000+ stores in North America & Canada. Re-designing the customer feedback channel strategy while managing the analytics team across social media listening, digital survey, and customer support channels. Leveraging over 7 million pieces of customer feedback annually, to drive loyalty and performance while delivering real-time business insight.



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