North American Customer Centricity Awards

Customer Experience Community Event

Your opportunity to meet like minded CX professionals online featuring thoughts from Thought Leaders across North America

21st August - 08:30am - 09:30am CT

The Speakers

Eryc Eyl

Lead CX Analyst, E Source

Eryc Eyl brings decades of experience in diverse roles and industries, as well as certifications in customer experience, organizational culture, and change management to his mission to improve the human experience of business. He supports utilities as an analyst for E Source, and speaks and consults widely on human experience.

Authentically engaging your employees with a customer centric strategy

Alec Dalton

Sr. Manager of Global Quality, Marriott International

Alec specializes in service science. He is Senior Manager of Global Quality for Marriott International, and an Advisor for HorizonCX. Alec previously operated luxury hotels for The Ritz-Carlton and Disney. He co-authored both best-sellers in the Customer Experience book series.

In the pursuit of quality customer experiences, CX leaders should consider the costs when building effective business cases. Attendees will learn how to identify and balance the costs of “good quality” and “poor quality,” in pursuit of optimal investments.

Diane Magers, CCXP - Mediator

Experience Catalysts

Diane is a passionate, experienced Customer Experience executive, change agent and sherpa for new and developing customer obsessed leaders. She believes that brands who win choose to focus on human and emotional elements of business. 

Diane has over 25 years of building and growing Customer and Employee focus. She is currently interim CEO for the Customer Experience Professionals Association. Most recently at AT&T, she led Customer Experience strategy by transforming customer and associate engagement. In 2011, she founded Customer Experience Catalysts as a consultancy and thought leader for organizations who were launching or progressing customer and employee experience to grow their brand value. She also developed and led Customer Engagement at Sysco Foods Corporation. 

Diane holds an M.S. in Psychology and an M.B.A. She is a Certified Customer Experience Professional (CCXP) and also holds NPS, VoC and CEM certifications. 

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