Devon Westerholm

Sr Director, Customer Experience & Insights
formerly SunPower Corporation

Devon has built Customer Experience disciplines from scratch at both Adobe Systems and SunPower. Emphasizing operations, employee engagement, marketing and sales, Devon takes a holistic approach that embeds Customer Focus into the day to day work of all employees. Devon’s approach of actively managing a branded experience through leading indicators played a big role in SunPower’s 2015 Temkin Customer Experience Excellence Award. Prior to CX, Devon worked as a Technical Support Engineer at Adobe talking to thousands of customers – understanding what they love, what challenges they have, and how to solve their problems so they can get back to work.

Before serving customers in a business context, Devon worked as shelter staff in various homeless shelters – helping connect those in need with services and resources.

Devon is an advocate at heart who drives company growth through increased customer loyalty.

Check out the incredible speaker line-up to see who will be joining Devon.

Download The Latest Agenda

Day One: Mining, Mapping and Measuring: How to Master Essential CX Strategies

Friday, January 6th, 2017

10:05 Case Study Revolution: Going Beyond the Survey: How to Stop Rectifying and Start Predicting

Given the staggering amount of data being collected from your customers, there should be something you can do to take that data and turn it into strategic prescriptive plans that will streamline the customer experience without the customer even knowing. Rather than just constantly reacting to complaints from your customers, this session will discuss how you can be moving from lagging indicators to leading indicators:

• Get beyond the ‘problem whack-a-mole’ world by moving from lagging indicators to leading indicators
• Create an intentional, designed experience with the right controls
• Strategies for tracking and mapping those controls and getting employees connect to the metrics • Implementing an accountability model to incent the experience going well the first time!
• Managing with leading indicators ongoing