SPEAKER

Michele Ross has over 20 years of experience in retail, fashion, luxury, and beauty, working across planning, merchandising, and marketing at brands like Macy’s, Ralph Lauren, Zegna, and KIKO Milano, as well as consulting for leading global companies as part of Bain & Company’s Fashion and Luxury Practice. For the past decade, she has focused on transforming organizations through consumer-centricity, going beyond CX operations - CRM, Consumer Insights, Customer Analytics, and Customer Service - to embed customer-led decision making at every level. Michele helps CEO's drive this shift, ensuring both internal and external journeys align to foster loyalty, engagement, and sustained business growth.

DESCRIPTION

CX leaders often struggle against internal misalignment, siloed execution, and lack of leadership ownership. This session will highlight the most common failure points in an organization's journey to consumer centricity and introduce a diagnostic framework to help CX leaders quantify where their organization stands for its consumer, making it easier to secure leadership support and drive real change.

By the end of this session, the audience will:- Learn about the key breakdowns within the organization that prevent CX strategies from delivering impact.- Understand how a diagnostic can help objectively quantify misalignment and operational gaps.- Develop strategies to use data-driven insights to gain leadership buy-in and drive execution.- Review the hidden benefits of drawing in cross-functional teams to push your CX strategy.