Diane Magers

Chairman of the Board
Customer Experience Professionals Association (CXPA)

Diane Magers is a passionate, experienced CustomerExperience executive, and a change agent and sherpa for new and developingcustomer obsessed leaders.  She believesthat brands who win choose to focus on human and emotional elements ofbusiness.

Diane has over 25 years of building and growing Customer and Employeefocus.  At AT&T, she leads strategyand culture change by transforming customer and associate engagement. In 2011,she founded Customer Experience Catalysts as a consultancy and thought leaderfor organizations who were launching or progressing their CX frameworksincluding VMWare, Invisalign and Blue Cross Blue Shield. She also developed andled Customer Engagement at Sysco Foods Corporation. 

Diane holds an M.S. in Psychology and an M.B.A. She is a CertifiedCustomer Experience Professional (CCXP) and also holds NPS, VoC and CEMcertifications. Diane is a founding member and current board member on theCustomer Experience Professionals Association and is on their CX ExpertResource panel.



2:45 PM GO BEYOND THE BAGELS: Use Design Thinking for Motivating and Engaging Employees

It’s important to understand how employees are engaged with your brand especially as their
role and competencies are changing. In this workshop, discover how to use design thinking
to understand what’s going on with employees and pinpoint how to provide them with the
environment they’re looking for. If you take the same lens you use for customers and turn it to
employees, that will give you the Voice of the Employee insight needed.
·· Use design approaches like empathy mapping and journey mapping to discover what
your employees experience today
·· Gain insights into ways to meet employees’ needs and boost performance
·· Drive deeper understanding beyond the typical external rewards