A leading customer experience strategist focused not only on monitoring and measuring data but catalyzing action within forward-thinking organizations, Shelly Chandler, most recently Head of Customer Experience for Delaware North, shares her secrets — with real-life examples — on developing and adapting your CX strategy; managing a successful CX team; the importance of data science to enabling empathy and personalization; how to create and measure KPIs and performance benchmarks; the keys to customer journey mapping; and overcoming silos to integrate customer experience, sales, marketing, operations and even employee experience.