Denise Graziano

Denise Graziano is a leading authority in helping mid-market and larger companies to improve customer and employee experience. A strategic thinker and leader with 30 years of business experience, Denise is a speaker and author of numerous articles and resources on customer experience, employee experience, client retention, sales, and trade show practices. She is CEO of Graziano Associates, which helps middle market and larger companies capitalize on customer and employee interactions — to deepen loyalty, improve engagement, and support sustainable growth.

Denise is a high energy, innovative leader and speaker. She enjoys sharing insights and motivating company leaders on the revenue, retention and brand image significance of customer and employee experience. She presents and distills complex topics in a practical, relatable manner, designed to help generate results for her audiences and clients.

Denise speaks nationwide and delivers presentations in any format: Keynote, Breakout, Workshop, Executive Roundtable.

Customer Experience

Your clients are judging you.

For senior executives, it is essential to understand the economic impact of customer experience (CX). CX impacts revenue, retention and brand image either positively or negatively, and virtually no industry is immune. Execs need strategic insights about where to look within an organization for CX failures and causes of churn, and perspectives on how to turn them into opportunities for growth. CX is not a “nice to have” approach; it is critical to long term business success.

Key Takeaways:

  • 10 key metrics, what they are and why they matter, for improving revenue, client retention and overall brand image.
  • Why traditional KPI are insufficient when measuring CX.
  • How moderate improvements in CX can add significant revenue and boost retention.

Employee Experience

The CX Killer – Disengaged Employees

Employee engagement is not the same thing as happiness or satisfaction. Engaged employees care about the success of the company. They bring innovation, ideas and are your “front line” connection to your customers. A positive customer experience cannot be sustained without a positive employee experience.

Key Takeaways:

  • The economic impact: brand, culture, revenue.
  • How leadership can derail or drive employee engagement
  • Strategies to improve engagement and retention
  • How communication plays a critical role in employee engagement

Customer Loyalty

Connecting the dots between CX and EX. Two main causes of an otherwise well-considered customer loyalty program are communication and leadership, especially where the two intersect.

Key Takeaways:

  • How failures in communication or leadership can have a negative impact on customer loyalty programs.
  • Check back for other topics