Principal CX Strategy & Enablement, InMoment

With over two decades of experience in the customer experience industry, Jim Katzman is a well-respected CX strategist and consultant. Currently, he serves as Principal, CX Strategy & Enablement at InMoment supporting clients across multiple industries and business verticals including healthcare, financial services, retail and B2B.

Jim’s CX journey began early in his career as a frontline customer service supervisor, where he recognized the importance of exceptional customer service and developed his skills in this area. He then moved up the ranks to CX program ownership, leading cross-functional teams and implementing successful CX initiatives for top-tier brands. Jim is renowned for his ability to see the big picture while also understanding the details that make a difference in CX success.

When not helping clients and peers develop impactful customer experience programs, Jim enjoys his time at the beach and is an active runner having completed 44 full marathons.