Hear from Sephora's Heidi Shelton as she talks about how CX has evolved and changed over her career.

In this special “CX Day” episode, Mike and Paul are joined by special guest Heidi Shelton – Senior Director, User Experience at Sephora – to discuss the evolution of her career focus from “user experience” to “experience design and optimization” while helping transform large organizations into becoming more customer and employee centric, and highlighting the impact that a better employee experience has on delivering a better customer experience.



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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.

Your hosts:

  • Michael Manfredo, Principal, Customer Experience
  • Paul Hagen, Senior Principal, Customer Experience
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