CX on the brain: Why customer experience is your company’s nervous system

Your customers are talking every day. Most brands hear the noise. The best brands read the signals — and act on them fast. So how do you turn raw feedback into decisions that protect your brand, shape your products, and guide the business?

Featuring Anna Marie Lavenia, GM of Consumer Care at Emerson Group, this session gives you a practical look at how frontline insights drive real outcomes. Paired with Emplifi CMO Susan Ganeshan, you’ll see exactly how CX becomes your company’s nervous system, catching issues early, revealing opportunities, and strengthening every team’s decisions.

If you’re ready to level up how your organization listens and responds, this is your playbook.

Here’s what you’ll learn:

• Spot early signals in customer complaints and patterns
• Turn signals into stories using analytics that reveal the why
• Share insights that mobilize Marketing, Product, Regulatory, and leadership
• Close the loop with actions that drive real business outcomes