Katy Cobian
VP, Executive Partner
Author Insights
Blog
Customer Experience Leaders Are In Dire Straits — Invest To Overhaul Core CX Competencies
Getting customer experience back on track will require doubling down on what matters most to customers. Explore a few of our recommendations for 2025.
Blog
CX Leaders Are Change Leaders
At the heart of most CX roles is change leadership — urging the organization to evolve its thinking and behaviors to achieve their desired level of customer obsession. Read this post to get a preview of how Delta Dental of Virginia's CX leaders drove change and what their three major CX initiatives are today.
Blog
CX Leaders: What’s On Your Agenda For 2024?
I’m approaching two years in my role here at Forrester, where I serve as a strategic advisor and thought partner to senior customer experience (CX) leaders. As a long-time CX practitioner and enthusiast, it’s been inspiring to be part of the “extended team” across such a diverse set of brands and industries. While no two […]