Monica Christiansen
Global Head of Customer Experience, DCC plc
Most organisations collect large volumes of customer feedback. Far fewer can turn that insight into clear priorities, credible value cases, and decisions leaders are willing to fund.
Monica makes CX measurable in the real world, where it has to compete for attention and budget.Monica does not wait for perfect data. She makes CX count in leadership decisions.
As Global Head of Customer Experience across DCC plc, spanning more than 30 highly autonomous businesses and around 9,000 employees, Monica holds a group level mandate to make customer experience measurable, prioritised, and relevant at leadership level.Her work sits at the intersection of customer insight, financial logic, and decision making. She focuses on practical ways to translate customer insight into estimated business value that leaders can act on, using conservative assumptions that still unlock funding and momentum.
Key CX results under Monica Christiansens leadership:
Customer insight translated into estimated business value leaders can act on
Simple value cases that unlock funding and momentum
CX initiatives prioritised by impact, not opinion
AI supported insight categorisation that reduces time from customer feedback to prioritised decisions from weeks to as little as ten minutes
Learn How DCC Turns Customer Insight into Board Ready Investment Decisions
What Monica Will Share
From Insight to Investment
Making CX Earn Its Place in the Boardroom
Customer experience is often discussed as a strategic priority, but rarely treated with the same financial discipline as other investment areas.
In this keynote, Monica shares a highly practical approach to moving CX into the boardroom in a global, multi country, decentralised organisation. She breaks down how to translate customer insight into estimated business value, build simple value cases leaders will trust, and prioritise initiatives in ways that unlock funding and momentum without needing perfect numbers.You will also see how AI supported insight processing can dramatically shorten the path from customer comments to decision ready action.By the end of this session, you'll know how to:
Quantify CX in ways finance and leadership will act on, using conservative estimates tied to cost reduction, time saved, reduced manual work, retention, and growth
Move from insight to action to value without stalling, even with large volumes of open comments
Strengthen CX influence and budget power in decentralised organisations through value based prioritisation and leadership aligned governance
There are only 100 seats at the Summit.
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