Join us for an exclusive masterclass with Diane Magers on connecting Experience Management efforts to strategic value.
Experience Management (XM) has become a strategic priority as organisations realise its power to improve customer satisfaction, employee engagement, and long-term loyalty. XM leaders are tasked with not only improving experiences but also proving the business value of doing so.
Despite growing investment, many XM efforts struggle to gain sustained executive support. The challenge isn’t a lack of good work—it’s the difficulty in translating experience outcomes into language that resonates with business leaders: ROI, risk mitigation, cost savings, and growth. Too often, insights from journey maps or voice of customer programs remain disconnected from operational or financial decision-making. Cross-functional alignment breaks down when value isn’t clearly defined, and XM professionals are left advocating for impact instead of demonstrating it.
How can XM leaders define and communicate value in a way that earns executive trust, builds alignment across functions, and ensures lasting business impact?
This session provides participants with a practical framework and set of tools to connect XM efforts to strategic value. Attendees will learn how to define, design, and articulate the value they are creating—and will create—for their organisation. Through hands-on exercises and case-based examples, they will practice translating experience goals into ROI stories and strategies that align with leadership priorities.
You’ll learn how to:
Build trust and alignment with executive stakeholders through shared goals and value language.
Identify and overcome common barriers in cross-functional partnerships.
Use frameworks and metrics that link XM efforts to business outcomes.
Leverage specific tools and techniques to communicate impact and drive investment.
This session empowers participants to shift from experience advocates to strategic advisors—capable of leading conversations about value, growth, and transformation. With immediate takeaways, they’ll be equipped to operationalise what they learn and embed it into how XM is planned, executed, and measured within their organisations.
Available exclusively to Women in CX community members.
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