In today's customer-centric landscape, organizations are increasingly recognizing the critical role of shaping exceptional customer experiences (CX) to gain a competitive advantage. However, to truly deliver superior CX, businesses must go beyond surface-level improvements and align their strategies with a holistic human-centered design approach. This session will shine a light on ways and methods in identifying customer pain points, mapping journeys, and uncovering opportunities for innovation through a customer-centric lens. Laying the groundwork to develop sound strategies that consider both the on-stage and back-stage orchestration across people, process, tools and data make it all happen. Speaker: Miranda Anderson | VP, Client Engagement Horizontal Digital TJ Shaffer | VP, CXD Horizontal Digital Ebin Ephrem | VP, Business & Experience Strategy