Patty Soltis

The volume of customer feedback flowing into modern organizations has never been great but turning those signals into strategic action can be challenging. Whether operating in a global digital marketplace or managing broker and client relationships across 25 countries, the core question remains the same: how can we move from data collection to decisions that drive business outcomes? This discussion brings together CX leaders who have built data and insights programs at scale and who utilize AI to increase the speed and influence of their work.

Ekaterina Mamonova, who leads Global Customer Experience at Liberty Specialty Markets, will share how her team designed and embedded a cross regional CX measurement and action planning framework spanning 25 countries – built from the ground up through robust data, disciplined governance, and a global network of CX champions to surface enterprise wide insights while respecting regional nuance. Patty Soltis, Senior CX Manager at Upwork, will share how she connects millions of pieces of customer feedback to behavioral and financial outcomes, using AI to help her cut through the noise to get the right message to the right stakeholders at the right time. Together our speakers will explore the data, insights and tools needed to proselytise CX across an organization and drive customer-centric change.