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.

The ROI of EX and CX


A CEO’s guide to gaining Competitive Advantage and Driving Innovation with Employee and Customer
Experience

Disruptors in business do not maintain the status quo. They look for reasons and opportunities to shine for their customers, which in turn makes the company outshine their competition.

EX and CX can give companies the competitive advantage they need, as well as foster innovative thinking that can help position your organization as a disruptor. In this power session, learn insights, stats and empirical data that show how positive employee experience and customer experience increase revenue, customer and employee retention and loyalty.


Key Takeaways:

  • Decision-making stats and data cannot serve you if they measure the wrong things. Learn why many KPI are insufficient.
  • Keys to creating a team that “roars out onto the playing field”for you, to serve your customers with fervor and commitment that give you a competitive advantage.
  • Communication flaws that commonly derail employee initiatives.
  • How to use under performance and negative feedback as opportunities for growth.
  • How brand ambassadorship begins on the inside of a company.

Customer Loyalty


Connecting the dots between CX and EX. Two main causes of failure 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.
  • How leadership can derail or drive employee engagement
  • Strategies to improve engagement and retention
  • The economic impact: brand, culture, revenue.