About the speaker
Debbie Levitt, CEO of Delta CX, has been a CX and UX strategist, designer, and trainer since the 1990s. As a “serial contractor” who lived in the Bay Area for most of this decade, Debbie has influenced interfaces at Sony, Wells Fargo, Constant Contact, Macys.com, Oracle, and a variety of Silicon Valley startups. Clients have given her the nickname, “Mary Poppins,” because she flies in, improves everything she can, sings a few songs, and flies away to her next adventure.
Debbie has presented at conferences including eBay’s Developer Conference, PayPal’s Developer Conference, UXPA, and WeAreDevelopers. She is an O’Reilly published author and one of few instructors on the planet recommended by Axure. Her “DevOps ICU” book and training teach non-CX roles about CX, why it’s done by specialists, and how to integrate it into teams and processes. Her “Delta CX” book and training teach companies how to improve customer satisfaction, predict and mitigate business risk, and increase ROI by investing in great customer experiences.
Outside of CX work, and sometimes during CX work, Debbie enjoys singing symphonic prog goth metal, opera, and New Wave.
No other role at your company spends time and effort evangelizing themselves the way we do. Developers aren’t making PowerPoints to explain why it’s important to hire qualified developers and let them write code. QA isn’t holding meetings to teach everyone the importance of testing software. It’s just us and it’s making us look weird and whiny. It’s rarely working and sometimes backfiring. How do you get buy-in or start leveling up your company’s maturity?
This session will examine the pitfalls of evangelism and what actions we can take instead. We’ll look at how some of the popular methodologies we think are bringing everybody onto CX bandwagon might be training co-workers on how little they need us. Most importantly, we’ll look at how to measure the ROI of CX.