Jess Cervellon, VP of CX at Feastables, dives into the importance of building a customer-centric culture in organizations. She discusses how leadership plays a pivotal role in fostering engagement, emphasizing that customer experience goes beyond support. Cervellon shares tactical insights on leveraging data and community for brand strategies. She also highlights the need for empowering teams and creating actionable insights from customer feedback, while navigating the challenges of advocating for true customer satisfaction within profit-driven environments.