In this session, attendees will gain comprehensive insights on how to build a customer experience (CX) strategy from the ground up in a historically product-centric organization. Led by Edwin Jones, the session offers first-hand insights into driving cultural change, designing an impactful Voice of the Customer (VoC) program, and aligning internal initiatives to better serve diverse customer needs. Attendees will explore practical strategies for shifting organizational culture toward a customer-first mindset while navigating the challenges and opportunities of CX transformation. Ideal for CX leaders and professionals looking to create meaningful, lasting change.