Sarah Caminiti, Head of Customer Support and Service at abcam, shares insights on mending systemic cracks in CX practices to drive business growth and sustainability. She emphasizes the importance of viewing customers as valued individuals and leveraging data to advocate for change. Sarah also discusses strategies for building strong teams that enhance customer experience.

“I think these systemic cracks exist because, for so long, customer experience was considered something that anybody could do. CX was always seen as less important—something you didn’t really need to invest in. The goal was to spend as little money as possible on it, and it shows.” - Sarah Caminiti

Sarah Caminiti highlights that elevating CX requires self-awareness, strategic advocacy, and collaboration in leveraging customer data. Connecting CX efforts to business outcomes secures CX teams' influence among senior leaders. By blending confidence, competence, and advocacy, CX professionals can drive transformational change, ensuring the customer’s voice remains central to business strategy.