A customer experience “superhero” with nearly 15 years of leadership experience across CX, innovation design, operations, supply chain and product, Brindha Sridhar, Senior Director of Customer Experience for MetroPlusHealth, explains how to deliver on customer and employee centricity through digital transformation, non-siloed data collection and usage, and the prioritization of empathy, authenticity and consistency in all communications.

A leading customer experience and digital marketing executive, Con Cirillo, head of CX for Carro, explains why cross-departmental collaboration and consistently demonstrating empathy, transparency and authenticity are more central to customer success than big tech investments or even data analysis.