About the Episode

Today we’re going to talk about agility in our systems of measurement, and how we approach meaningful change in customer experience in an organization. To help me discuss this topic, I’d like to welcome Desirree Madison-Biggs, Head of US Advisory Services at Teresa Monroe.

About Desirree Madison-Biggs, CCXP, CPC

I believe that the interactions we create for our customers as organizations can help to create a better world. For over 25 years I have been a customer experience and advocacy leader passionate about managing high-performing teams to create global programs designed to drive increased customer loyalty and employee engagement. Working in both small start-up companies and large complex business environments, I have the ability to establish scalable, actionable listening solutions that provide customer focus and inspire cross-functional improvement initiatives that get results. I have been a frequent featured speaker at conferences and webinars on best practices for voice of the customer programs and am a Certified Net Promoter practitioner, performance coach and customer experience mentor.