Isabelle Zdatny

Isabelle is Head of Thought Leadership with the Experience Management Institute. She helps large organizations design and operate successful experience management (XM) programs by producing industry thought leadership, developing and delivering training, consulting with companies, and speaking on key XM topics and trends. She currently leads the XM Institute’s research into how companies identify, design, and deploy innovative new experiences. Other areas of expertise include digital CX design, metrics management, consumer psychology and emotions, and behavioral economics. Prior to its acquisition in 2018, Isabelle spent five years working at Temkin Group – a research, consulting, and training firm dedicated to helping many of the world’s largest brands accelerate their experience transformation efforts. Isabelle is a Certified Customer Experience Professional (CCXP) and a graduate from Wellesley College.