The Art of CX Leadership

Customer experience leadership is not just about gathering insights—it's about securing genuine organizational buy-in. In this special episode of the Experience Action podcast, our host Jeannie Walters sits down with Sasha Fard, Country Lead for Customer Experience Management at Capital One Canada, to reveal the often-overlooked secret to successful CX implementation. Speaking from the bustling Medallia Experience 2025 event in Las Vegas, Fard dismantles the common misconception that actiona...