Charissa Riddle

Charissa Riddle, a seasoned leader in experience design and customer strategy, shares her insights from over 20 years at Electronic Arts, PayPal, and eBay. She reframes customer experience as a system rather than a mere department, emphasizing its intertwined functions. Charissa explains the importance of actionable objectives and opposes vague goals, advocating for tangible experience containers. The conversation also highlights how emotional interactions impact business outcomes and the necessity of governance in customer journey management.