About the Episode

Welcome to the first episode of season 4! Today we’re going to talk about customer journey management and its relationship to change management. To help me discuss this topic, I’d like to welcome Erin Zentz, Director of Experience Design, AARP

About Erin Zentz, AARP

Erin Zentz, Director, Experience Enablement, leads a team in the definition and implementation of a journey management approach at AARP with the goal of making consumer experiences personal, timely and relevant.  She’s been with AARP since 2014 and has held roles in digital analytics, CX measurement and journey management. She also managed the launch of the NPS program, which is now a metric of consequence for the organization. Erin lives in Washington, DC with her husband and two kids.