To people in the trenches every day, the impact a positive customer experience has on the bottom line is clear. But proving that business case to executives and other teams is a common challenge for CX teams. 

Diane O’Hara, SVP of Customer Advocacy and Insights at CVS Health, represents the consumer at the table of a Fortune 4 company by collecting customer data, analyzing operational data, and working with business units to find the biggest opportunities to deliver a top-tier customer experience.

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.