糖心原创

In 2026, “Nice-to-have” and “customer experience” don’t work in the same sentence.

CX is the crucial piece to any successful business. But we constantly hear from leaders how difficult it is to influence strategy, prove impact, and tie their work directly to outcomes.

So we brought on Forrester’s Colleen Fazio and the Santander CX team for a candid look at what it takes to make that shift.

Here’s what we cover:

• How Santander evolved CX from an advisory function into a program that drives real business outcomes
• What separates high-impact experience teams from the rest
• How you can position your own work as an essential piece of business performance

CX leaders don’t win by tracking scores—they win by changing outcomes. Learn how to transform your experience insights into a true driver of business growth.