Judy’s research focuses on prioritization, the return on investment of customer experience, and culture. In this episode, she talks about her past experiences as a Principal Advisor for Forrester’s Customer Experience Council, supporting CX leaders through the building, management, and ongoing improvement of their programs. We also discuss her time at Blue Cross & Blue Shield of Rhode Island, where she built and executed a CX strategy that involved managing voice of the customer, experience optimization, market research, and CX employee education across the enterprise.

Click the titles below for more on this topic:

* Keys To Implementing A B2B Customer Experience Program

* A Snapshot of B2B CX Programs

* Predictions 2020: Customer Experience