Geeta Wilson

Geeta Wilson

Job Title: Vice President - Consumer Experience Enterprise Transformation

Company: Humana

Geeta Wilson is a highly innovative and transformational Customer Experience and Operational Excellence leader with extensive domestic and international experience in start-ups, Fortune 500 companies such as NCR Corporation, and Humana, a Fortune 100 company.

Geeta is the founder of Humana’s FastStart Consumer Experience lab, an enterprise customer-centric movement that challenges convention and corporate routines. Using methods from Lean Start-up, Agile/Scrum, Design Thinking, and Lean Six Sigma to accelerate speed-to-market across all lines of business, the FastStart team has brought its disruptive CX approach to thousands of Humana associates and leaders.

Geeta has been featured in Forbes, The Wall Street Journal, and 1:1 Media. She was recognized by MM&M as one of its 2017 Top 40 Healthcare Transformers and by American City Business Journals among its 2017 “People to Know.”

The FastStart lab was honored with a 2016 Customer Experience Professionals Association (CXPA) Innovation Award. Geeta’s recent speaking engagements focusing on the consumer experience include Forrester CXNYC 2016 and 2017 conferences, 2016 CXPA Insight Exchange, 2016 Lean Startup conference, and Dreamforce 2016.

Speaking at the following:

10:15am - 10:45am
Keynote: The Chief Customer Officer’s most influential asset: creating meaning through Storytelling

• Valuing and understanding the customer journey to create meaningful solutions • Create experiences that hold real value for the customer and internally focus the intent of the business • Proactive customer involvement and engagement drives satisfaction and advocacy • Create and emotional attachment through understanding and delivering more than just a product or service… Read more.

11:15am - 12:00pm
Panel discussion: Bridging the gap between promise and reality

• Matching greater customer choice, knowledge, information and power to your CX and CS strategies • Your brand promise is determined by the customer’s experience and nothing else • Redefining your organisational structure to put the customer first • Who is really responsible for driving end-to-end customer experience in the organisation • Dealing with the… Read more.