University of Connecticut

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UConn Summer Speaker Series:Customers at the Center: How Journey Mapping Gives Real Insight

Tuesday, June 25, 2019
6:30pm – 8:30pm

Storrs Campus
Gen Re Auditorium

Wara Saifi, Director of CX at Pitney Bowes, talks about how journey mapping delivers the insights that lead to great customer experiences.

In this discussion, you will learn about why customer-centric companies outperform their peers, and how Pitney Bowes is using customer journey mapping and other design thinking methods to make improvements for their customers and their employees.

Speaker Bio Wara Saifi, Director of Client Experience (CX) leads the enterprise CX strategy at Pitney Bowes, and has over 19 years’ experience helping organizations transform how they operate. Since joining Pitney Bowes in 2017, Wara has developed a CX strategy, in collaboration with senior executives, which uses customer-centric methods to improve the customer experience and drive better business outcomes. Wara leads a CX Centre of Excellence which: • Developed and drives the CX Vision and enterprise strategy, and drives an integrated measurement and governance model. • Defined key organizational capabilities, which are essential for delivering great client experiences, and has been maturing these over time. • Scaling Client Journey Mapping and other Design Thinking practices throughout the organization in order to create great experiences for clients and facilitate transformation, behavior change and business outcomes.

Prior to joining Pitney Bowes, Wara led the Enterprise Customer Experience team and held various senior roles in Finance at TD Bank Group, and was part of the Assurance and Consulting practices at Deloitte. Wara is a Certified Public Accountant (CPA), holds a Bachelor of Business Administration from the Schulich School of Business at York University in Toronto, Canada, and is a LUMA Institute Certified Practitioner of Human-Centered Design.

Please register for this fee event here:


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