Jennifer McCartney

Director of Diversity, Inclusion, Equity and Belonging Enterprise PayPal

Executive Exchange Day Two - Wednesday, 5th November 2025

12:20 PM HAPPY EMPLOYEES = HAPPY CUSTOMERS: BEST PRACTICE ON DRIVING HUMAN-CENTRIC STRATEGIES

It’s a misconception that CX leadership stops with creating exemplary customer experiences. This is only half the battle. Support employees need to feel empowered, safe and valued to deliver their best for customers.

Create a psychologically safe environment for support staff, especially when they navigate challenging customer conversations
Develop engagement strategies for employees, balancing skill and will to empower their career paths
Balance AI-driven efficiency with soft skills to future-proof the workforce

Check out the incredible speaker line-up to see who will be joining Jennifer.

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