Susan McNulty

Susan McNulty, a consultant specializing in CX transformation, shares her extensive experience in customer experience leadership. She delves into the importance of journey atlases as a tool for visualizing customer experiences across product lifecycles. Discussion highlights include optimizing customer journeys through continuous data analysis and cross-functional collaboration. McNulty emphasizes creating actionable plans for change management and fostering engagement to drive customer-centric transformations in organizations, particularly in sectors like financial services.