Kathy van der Laar

Bridging Strategies to Outcomes: The Power of CX Leadership

Key Learnings

This case study examines the pivotal role of leadership in shaping customer experience (CX).  We will explore how effective leadership directly influences the success – or failure – of CX strategies and challenge you to rethink traditional leadership approaches to connect your CX strategy to actual business outcomes.

Attendees will be challenged to:

  • Examine and rethink their own leadership approaches.
  • Explore the complexities and responsibilities of bridging ambitious CX strategies with practical, achievable results.
  • Adopt bold leadership strategies that go beyond conventional practices, demanding a higher level of commitment and skill.


Working at the crossroads of customer experience and organizational development to turn ambitions and strategy into meaningful business results.