When
Wednesday, March 27, 2019
5:00 PM - 7:30 PM

Where
Lucky Labrador Brew Pub
915 SE Hawthorne Blvd
Portland, OR 97214

Description
Great ideas are easy to come by, but progress comes from the successful application of strategy to our real and often messy organizations full of competing priorities, emotional leadership, and imperfect data. Join Lisa Kolbe, Manager of Customer Experience at Digital Realty, as she discusses the real-life and practical application of CX Strategy and Change Leadership into Digital Realty’s global B2B environment which has resulted in a 15-point NPS improvement since joining the company last year.

Lisa will walk through the practical application of change leadership and CX strategy into Digital Realty’s CX journey during this interactive discussion. Over the past year Digital Realty has integrated story telling into CX reporting, streamlined the survey closed loop process, and created alignment between the employee and customer experience processes. These, along with change leadership practices, have resulted in the integration of the Voice of the Customer into every level of the organization over the past year.

Agenda
Doors at 5:00 PM
CXPA Sponsored Happy Hour and Food 5:00 PM - 6:00 PM - meet and mingle!
Speaker starts at 6:00 PM

About Lisa Kolbe

Lisa is passionate about understanding, sharing, and inspiring action from Voice of the Customer data. She holds a Master’s Degree in Leadership and Management with a focus on Organizational Effectiveness from Webster University. She also holds a number of certifications in the Neuroscience of Change and Leadership. She has worked in the field of Organizational Effectiveness for the past decade in the areas of Learning & Development, Change Leadership, and Customer Experience. She currently leads the Customer Experience efforts for Digital Realty.