Who is the CEO or Customer Experience Officer in your company? Gary Magenta, Chief Change Architect and Senior Vice President of Root Inc., engages with Future Leaders eXperience attendees to literally draw out what makes happy customers. His presentation explained how cumulative touch points add up to the overarching values of what your company stands for. So, what does your company stand for? If there's a breakdown in the customer experience, there's an opportunity to lose. And that opportunity to lose means a lot. Magenta warned, "Your customers are being trained by other businesses. You can't train your way to another customer experience."