Program Manager, CX Management
Shauna Carroll is a Program Manager of Customer Experience Management (CXM) at HubSpot and loves helping teams across the business keep a customer focus at the centre of their decision-making. Shauna began her career at HubSpot in the Customer Success Org, working as a Channel Consultant for some of HubSpot's largest European partners before joining the CXM team. Here she had the opportunity to establish HubSpot's first Customer Advisory Board. In her free time, Shauna also enjoys playing team sports, spending time with family and traveling.
Supercharge Your CX With Data-driven Insights
A great customer experience (CX) is a crucial element to building your business. A data-driven Customer Experience Management (CXM) program will help you understand customer needs in-depth, and create empathy across your business enabling employees to make customer-first decisions. This session will leave you with tangible steps to evaluate the impact of your existing VoC (Voice of Customer) or CXM program and demonstrate how you can gain deeper insights by successfully marrying your quantitative and qualitative customer feedback to paint an accurate picture of customer needs.