Sujay Saha

A lot of times customer experience is seen as a fluffy topic. Leaders, they just don't understand the value. I feel that it is not the leader's problem, it is their problem. I, along with a few of the colleagues in the past, have come up with a concept called return on experience, a holistic approach that considers the broader value of customer experience.

A lot of times customer experience is seen as a fluffy topic. Leaders, they just don't understand the value. I feel that it is not the leader's problem, it is their problem. I, along with a few of the colleagues in the past, have come up with a concept called return on experience, a holistic approach that considers the broader value of customer experience.

A lot of times customer experience is seen as a fluffy topic. Leaders, they just don't understand the value. I feel that it is not the leader's problem, it is their problem. I, along with a few of the colleagues in the past, have come up with a concept called return on experience, a holistic approach that considers the broader value of customer experience.

Rocks ultimately indicates that the customers are satisfied or not. How likely are they to recommend the brand? How are the customers engaging positively or not?

Rocks ultimately indicates that the customers are satisfied or not. How likely are they to recommend the brand? How are the customers engaging positively or not?

Rocks ultimately indicates that the customers are satisfied or not. How likely are they to recommend the brand? How are the customers engaging positively or not?

Same here, Lauren. Very excited to be talking about the topic that I talk about every night and day.

Same here, Lauren. Very excited to be talking about the topic that I talk about every night and day.

Same here, Lauren. Very excited to be talking about the topic that I talk about every night and day.

Absolutely. In fact, if you would allow, I would probably take a bit of a historical view into because I've been around in the consulting space, working with organizations for more than two decades at this point in time. Back in the days, it used to be a topic that felt very foreign in certain ways in the organization. And we had to really bring in that lens to talk about it.

Absolutely. In fact, if you would allow, I would probably take a bit of a historical view into because I've been around in the consulting space, working with organizations for more than two decades at this point in time. Back in the days, it used to be a topic that felt very foreign in certain ways in the organization. And we had to really bring in that lens to talk about it.

Absolutely. In fact, if you would allow, I would probably take a bit of a historical view into because I've been around in the consulting space, working with organizations for more than two decades at this point in time. Back in the days, it used to be a topic that felt very foreign in certain ways in the organization. And we had to really bring in that lens to talk about it.

But over the years, I would say particularly in the last decade or so, it has become a thing that the organizations know that they need to be focused on. In fact, they have real big functional areas created for those. They have folks on the table who have titles that have experience embedded all over. In fact, at this point in time, I would say that it's...

But over the years, I would say particularly in the last decade or so, it has become a thing that the organizations know that they need to be focused on. In fact, they have real big functional areas created for those. They have folks on the table who have titles that have experience embedded all over. In fact, at this point in time, I would say that it's...

But over the years, I would say particularly in the last decade or so, it has become a thing that the organizations know that they need to be focused on. In fact, they have real big functional areas created for those. They have folks on the table who have titles that have experience embedded all over. In fact, at this point in time, I would say that it's...

A lot of times for us, it's the other way around where we have to almost like dig in deeper to understand, do you really own experience or do you have a title around experience?

A lot of times for us, it's the other way around where we have to almost like dig in deeper to understand, do you really own experience or do you have a title around experience?

A lot of times for us, it's the other way around where we have to almost like dig in deeper to understand, do you really own experience or do you have a title around experience?

It's a very popular word. So you would see a lot of, for instance, customer service centers and organizations that call themselves as customer experience centers. I appreciate the notion of it.

It's a very popular word. So you would see a lot of, for instance, customer service centers and organizations that call themselves as customer experience centers. I appreciate the notion of it.