NORTH AMERICA'S PREMIER INVITATION-ONLY COMMUNITY MEETING FOR SENIOR CUSTOMER EXPERIENCE LEADERS

February 25 - 26, 2025 | Fort Lauderdale, Florida, USA

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Derek Petrie

VP, Customer Experience & Engagement American Express Global Business Travel

Derek Petrie is the VP, Customer Experience and Engagement of American Express Global Business Travel. In this role he is accountable for Customer Marketing & Engagement, Marketing Technology & Operations, as well as the Amex GBT Web and Search presence.

Derek is focused on creating amazing customer experiences that help connect the world through travel. Before joining Amex GBT in April 2024, Derek led the Global Digital Experience function for Cochlear Limited, the worldwide leader in implantable hearing solutions. He has also held leadership roles in customer experience, marketing, and digital product management for leading healthcare and financial services companies including Fidelity Investments, Anthem (now Elevance Health,) and Humana.

Derek resides in Denver, Colorado with his wife and three daughters. Outside of work he enjoys skiing, backpacking, trail running, and exploring new travel destinations with his family.

Agenda Day Two

9:05 AM KEYNOTE FIRESIDE CHAT – PROVING PROFITABILITY: GAINING EXECUTIVE BUY-IN FOR CX INVESTMENT

Demonstrating the value of CX to internal stakeholders has never been an easy feat; it can take time to show the impact of your CX initiatives. There’s still a way to go towards a universal adoption of a CX centric culture but there’s certainly some steps you can take to promote CX investment. This session will explore:

How to focus on the appropriate metrics to be able to effectively demonstrate ROI
The benefits of linking CX to time as well as money to highlight urgency behind initiatives
Promoting open conversations between executive stakeholders and CX leaders to gain CX loyalty
Advocating for CX across all functions of your organization and illustrating individual responsibility

Check out the incredible speaker line-up to see who will be joining Derek.

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