The CX Leader's Playbook:
How to Drive Customer Experience When You Don't Own the Entire Journey

In complex organizational ecosystems, Customer Experience leaders are often tasked with improving the end-to-end customer journey without having direct control over every touchpoint. Driving seamless customer experiences across cross-functional teams, third-party partners, and operational silos requires strategic alignment and cross-departmental influence.

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In this live session, Bryan Micabalo, Customer Experience Senior Manager, ITWI at SM Retail, will unpack practical strategies for influencing outcomes, building alignment, and driving customer-centric transformation, even when the journey stretches beyond your direct scope.

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