Talking Point: The Disney Institute Blog

Highlights from Disney Institute Customer Experience Summit: Great CX Begins with Leadership

May 24, 2017 by Jeff James, Vice President & General Manager, Disney Institute

Hello from the second Disney Institute Customer Experience (CX) Summit! This week, we’re here at Walt Disney World Resort in Florida with nearly 250 business professionals from 14 countries around the world who have joined us to learn about best practices in CX.

Yesterday’s event kicked off with a dynamic session that focused on leadership as a catalyst for improving customer experience. As I shared in my presentation, leaders should not just be focused on the needs of their customers, they must also be focused on the needs of their employees as well—ensuring the entire organization is both smart and healthy.

As part of our opening night, we had the pleasure of hearing from George A. Kalogridis, President, Walt Disney World Resort. He spoke about the importance of leaders using storytelling to communicate their vision and driving thoughtful innovation throughout the organization. He also delighted attendees with the first of many magical moments we have planned throughout our three-day, learning experience.
One moment I really enjoyed occurred during this morning’s opening session, when we heard directly from our participants. We asked them to share their personal takeaways from the Summit thus far, and I wanted to share a few of their comments that stood out:

  • Storytelling makes business principles real and drives human connection.”
  • If you expect your frontline to deliver, you must intentionally architect—not improvise—your customer experience.”
  • “It (improving CX), needs to start with leadership as a whole. Looking at CX, we’re often focused on the frontline only, but we as leaders must also focus on other leaders within our organizations as well.”
  • “As a leader, I’ve not fully considered the needs of my employees, as well as the needs of my customers. I’ve learned that in order to improve my organization’s CX, I need to find ways to include both.”

Now, let’s take a look at some of the other great moments so far:


That’s all I can share for now! Stay tuned for more highlights from the Disney Institute Customer Experience Summit, May 23-26, 2017.


Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form

Posted in Uncategorized | Tagged Customer Experience, CX, Bruce Jones, Leadership

Get In Touch

Phone: 321.939.4600
(M-F 9:00 am – 5:30 pm ET)

Email: You can also reach us through our Contact Form.
(No solicitors)