The Ascendancy of Customer Experience: Managing from the Middle
Secil Watson
It’s been no more than six years since customer experience was recognized as a discipline within large corporations, both alongside and interacting with more established disciplines of brand management, product design, customer service, and software development. Secil’s presentation briefly covers the history of customer experience management at wellsfargo.com from establishing a CX competency and language, proving business value of CX, and moving a CX team into a position of strategic influence. Secil will outline the step-by-step methodology used to establish, broaden, and elevate a CX function within Wells Fargo Bank.