NGCX 2020

March 23 - 25, 2020

Hyatt Regency Indian Wells, CA

Ciara Cooper

Head of Customer Experience

Check out the incredible speaker line-up to see who will be joining Ciara.

Download The Latest Agenda

Day Two: Converting to a Customer First Culture & Working Across Silos

Tuesday, March 24th, 2020

5:00 PM Keynote: The Journey to Cross Functional CX Alignment at Leesa

The keys to a well-oiled customer centric machine are team work, training and transparency. Three things that Leesa has embedded into their organization in order to keep their customer at the center of everything they do. Their cross functional teams are set up to communicate effectively, they are constantly training non customer facing teams on the value of CX and have made data and customer insights transparent across all departments that need it. Result from this organizational structure have been great! But, this didn’t all happen overnight – join Ciara Cooper, Director of CX, and Mike Akrop, CFO, as they walk us through their journey to their current alignment and talk us through lessons learned and value added!