Good Employee Experience Leads to Good Customer Experience: Leveraging Change Management to Support the Customer Experience

Todd Wilkerson – Director, Baker Tilly

As a director in the digital practice, Todd works with organizations to architect and execute transformational programs that smartly shift not only their business models and supporting operations to digital, but also their organizational mindset. He has more than 25 years of experience leading transformation program design and execution and organizational business readiness, helping organizations revitalize operations and organizational models to best leverage technology in order to increase customer intimacy, operational effectiveness/efficiency and scalability.

Jess Drexler, Experience Manager, Baker Tilly

Jess leads Baker Tilly’s Organizational Readiness service offering; she is a Prosci® certified change practitioner and ACMP Midwest chapter member. Her focus is on delivering successful project outcomes through a tailored approach designed to effectively lead organizations and people through their transformation journey. Jess has experience leading organizational change strategy and implementation to promote acceptance, adoption and utilization for a wide range of project types including technologies, process improvements and enterprise digital transformations across various industries including government contracting, public sector and not-for-profit agencies. Her focus includes strategy alignment, risk and readiness assessment, stakeholder impacts, communications and engagement strategies, training planning, operation model development and sustainment planning.