April Ho-Nishimura is global head of employee and customer experience at onsemi, a NASDAQ100 semiconductor powerhouse where they are using customer experience frameworks to operationalize a “One Experience” approach to driving customer value. She oversees onsemi customer and employee listening strategy, insights and analytics, and process improvement governance. April brings 20+ years of experience leading sales transformation, operational process improvement and go-to-market commercial digital strategies that all aim to deliver on customer wants and needs in both B2C and B2B. April held previous leadership roles in premium brands with the specialty chemicals industry at Ecolab and communications industry at Verizon. She is a lean six sigma black belt and a certified scrum product owner.
Monday, December 4
US/Central from 10 :15 AM to 10 :45 AM ( 30 mins )
[Main Stage] The Customer & Employee Journeys - Architecting Connected Paths
We all know about the growing importance of the strategic intersection of the customer and employee experiences. We all know that happy and engaged employees make happy customers - and vice versa. In the age of digital-first engagement, accelerating product cycles, and an increasingly demanding - and budget-conscious - consumer, aligning the customer and employee experiences has never been more difficult while remaining challenging from an organizational design and transformation perspective. Join these brand leaders as they discuss how they have developed a framework to successfully align CX and EX, established clear metrics, and communicated measurable ROI to the C-Suite and board to drive the necessary organizational and culture transformation to align the customer and employee experiences.