Patricia Sanchez Diaz, Centrica
Patricia Sanchez Diaz is a Certified Customer Experience Professional (CCXP), Qualified Emotive CX Practitioner (ECXP) and member of the CXPA. She is co-author of the book Customer Experience and Finalist at the My Customer CX Leader of the Year International Awards 2019.
Patricia has managed the end-to-end product and customer lifecycle across a wide range of industries. She is a specialist in customer experience transformation, her areas of expertise are customer understanding, design, planning and strategy. Her passion lays within human centricity, customers and employees alike, which has guided her to design an Emotions management framework; a tool to maximise business value and customer loyalty.