Judy’s research focuses on prioritization, the return on investment of customer experience, and culture. In this episode, she talks about her past experiences as a Principal Advisor for Forrester’s Customer Experience Council, supporting CX leaders through the building, management, and ongoing improvement of their programs. We also discuss her time at Blue Cross & Blue Shield of Rhode Island, where she built and executed a CX strategy that involved managing voice of the customer, experience optimization, market research, and CX employee education across the enterprise. Click the titles below for more on this topic: * Keys To Implementing A B2B Customer Experience Program * A Snapshot of B2B CX Programs * Predictions 2020: Customer Experience