April 2-3, 2019

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Lori Laflin

Customer Experience Champion, Cargill

For the past seven years Lori has helped Cargill’s businesses find answers to those tricky questions, such as, “In what ways we create distinctive value for our customers and how can we make things even better for them?” She led the teams that built Cargill’s approach to voice of the customer and brand health measurement and is currently leading a customer experience pilot.

Lori has over 25 years of customer experience and voice of the customer experience, holds a master’s degree from the University of Minnesota and certifications from the CXPA and MRA. Throughout her career, she has worked with organizations large and small to help them improve service to customers, consumers and stakeholders.

Sessions from Lori Laflin:

Customer Experience from Talk to Action: An Interactive Workshop

Voice of the customer input is only as good as the action it creates. Companies and brands that listen but do nothing with the data and insights are wasting time [...]


Wednesday | 8:30-9:00 | Room 2