I’ve spent the bulk of my career guiding complex organizations through customer centric transformations as a CX leader.CX is about working at the intersections of brand strategy, culture change, marketing research, data science, innovative technology and operational optimization. Helping organizations define and deliver North Star experiences that fulfill their customer needs by leveraging data and insights to design a more human centric offering.CX leaders often aren’t responsible for all customer touchpoints — they don’t have a product team or digital team reporting to them. It is a role that is all about forging strong relationships across an organization. Ultimately it’s a role of great power, but it’s a power that has to be used to influence leaders, front line and back office employees to become more customer centric in their day-to-day operations.