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Sarah Diegnan is ChartHop’s VP of Customer Experience, after leading implementations at Acuity Brands, Opower and Oracle, she brings operational excellence to creating and delivering a world class customer experience for all ChartHop’s customers. She is an expert in leading a customer journey, partnering with customers from the first moments of onboarding through successful execution of all account goals, making sure customers are getting the most out of CharterHop.

In addition to her SaaS experience, Sarah was a practicing structural engineer at Skidmore, Owings and Merrill, and worked for the commercial real estate developer, Tishman Speyer.

 

Questions

 

• Can you share a little bit about your journey, how you got to where you are today? What catalyst got you into the customer experience journey? And just a little bit about who you are in your own words?
• Could you tell us a little bit about your company ChartHop and what is the service or product that you provide?
• What is your view on the customer journey through an HR lens. And how do you think EX impacts customer outcomes, the ins and outs of a customer health score?
• Are there any emerging trends that you've seen in the CX space, in the employee experience space that you think organization should really be paying greater attention to or tapping into as we embark on our new year?
• Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business?
• Now could you also share with us maybe one or two books that have had a great impact on you, it could be a book that you read a very long time ago, or even one that you read quite recently, but it surely has created an impact maybe had great value in your leadership delivery and you just really would love to share it with us.
• Could you share with our listeners what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
• Where can listeners find you online?
• In times of adversity or challenge, do you have a quote or saying that you tend to revert to, it kind of helps to get you back on track or get you back refocused if for any reason you get derailed.

 

Highlights

 

Sarah’s Journey

 

Me: Now, we always like to give our guests an opportunity to share with us in their own words, a little bit about their journey, how you got to where you are today? What catalyst got you into the customer experience journey? And just a little bit about who you are in your own words?

 

Sarah shared that sometimes she likes to say that she has a bit of a meandering path to where she is today. But she thinks that's actually something that is common amongst customer experience professionals is it takes a lot of different skill sets and she thinks you can build those at a lot of different areas. And so, she started her career as a structural engineer, was something that she always wanted to be when she was a little kid, people would ask, what do you want to do, and she wanted to design buildings, she wanted to design skyscrapers.