Lunch & Learn: Building your Customer Experience Agenda in the Virtual World
Presented by Tracy Robertson, Global VP — Customer Experience, Kimberly-Clark Professional
Today’s customers are savvier than ever. They have virtually limitless resources at their fingertips, can access answers quickly and are used to gaining insightful information immediately. As sellers, the digital world in many cases is the constant interconnection we have with our customers. So how can we, as marketers, take on this customer experience (also known as CX) with a personal touch? The presentation will cover megatrends, how these can impact CX, lessons learned and steps to building your CX agenda.
Tracy Robertson currently serves as Kimberly-Clark Professional’s Global Vice President of Customer Experience. In this role, Tracy is responsible for all aspects of customer experience, digital dexterity and sales effectiveness to ensure the delivery of a high-quality, end-to-end experience across the entire customer journey. Prior to joining KCP, Tracy spent 10 years at GE in various global commercial leadership roles. Her last two-years at GE she served as part of a mission-based team driving a company-wide project to define the strategy and implementation of GE’s Commercial and Customer Digital Transformation. Called upon to manage change, Tracy has delivered measurable results by comprehensively analyzing products, marketing, communications, and sales programs and then implementing continuous improvement, training, and culture initiatives in global, highly-matrixed organizations. Tracy currently resides in Atlanta, Georgia and has an undergraduate degree in Communications and a M.B.A. from Syracuse University.