Employee experience is not broken, but many organisations are investing energy in the wrong places. In this session, Ryan McGrory will explore why well-intentioned EX efforts often fail to improve retention, attraction, or performance, and how poor prioritisation quietly shows up in turnover, customer experience, and business results. Drawing on practical work with turnover cost calculators, retention diagnostics, and business impact measures, this session will help attendees identify what matters most, strengthen the business case for EX, and leave with practical tools they can apply immediately.

We're such a contradiction. Humans. Our brains are the most complex organic structure in the universe, yet the lessons we should learn to help us get along are simple. Who knew that likability would be the thing that made you effective at influencing, selling, and leading in any role, but especially customer and employee experience? This short hands-on session will give its audience a visceral experience, which will help them appreciate why they would be willing to go the extra mile for someone in the Customer Experience world and be willing to adopt new behaviours and actions in the Employee Experience world.

In this session, we're diving into the powerful link between employee experience, motivation psychology, and retention — and how all of this impacts the customer experience. Here’s the deal: when employees are motivated, engaged, and satisfied, they’ll go above and beyond, not just for the company but for customers too. The key to exceptional CX starts with an empowered, motivated workforce. We’ll break down the science behind motivation, show how it connects to retention, and provide you with actionable strategies that will keep both your employees and customers coming back for more.

SESSION DESCRIPTION The session will capitalize on recent research that distinguishes four types of customer leaders: (1) Customer-Avoidant, (2) Customer-Tolerant, (3) Customer-Centric and (4) Customer-Driven. In this session, prior research will be summarized concerning the characteristics of and how to identify each of the four leader types. This will include examples of leaders in the public eye who represent each of the four Customer-Leader types and key implications on financial performance of the organizations they lead. The session will conclude with two primary takeaways. Key takeaways include: - An examination of assessment strategies to conduct an audit of organizational leaders. - An overview of a playbook designed to enhance customer-driven leadership behaviors and metrics that empower teams to deliver brand-differentiating customer experiences.‍

Eric Smuda’s presentation at CXM@MSU focuses on building a successful career in customer experience (CX). He emphasizes having a clear career plan, developing both hard and soft skills, understanding business operations, and fostering key relationships—especially with finance leaders. He highlights the importance of continuous learning, adaptability, and strategic decision-making.

Leslie Pagel’s presentation at CXM@MSU explores the depth of employee experience, emphasizing purpose as the foundation of personal and professional fulfillment. She outlines five key insights: defining life’s purpose, self-understanding, embracing the present, choosing the right company, and taking small daily steps. Employees thrive when work aligns with personal identity.

Tamar Cohen’s presentation explores the intersection of Customer Experience (CX) and Employee Experience (EX) in driving business success. She emphasizes strategies for aligning EX and CX through journey mapping, data-driven insights, and leadership buy-in. Interactive workshops highlight how EX impacts CX, fostering loyalty, efficiency, and business growth.