Leslie Pagel
About Leslie Pagel
Leslie Pagel serves as the Chief Evangelist at Authenticx, where she promotes the concept of 'listening to understand' in market research. With extensive experience in customer experience and market strategy, she emphasizes empathy and the integration of human and AI collaboration to enhance customer journeys, particularly in the healthcare sector.
Work at Authenticx
Leslie Pagel currently serves as Chief Evangelist at Authenticx, a position held since 2023. In this role, she promotes the concept of 'listening to understand' as a more effective approach compared to traditional market research methods. Pagel emphasizes the importance of integrating the voice of the customer into business decisions and advocates for the use of unsolicited feedback to enhance customer experience. Her focus on conversation analysis aims to improve understanding of customer journeys, particularly within the healthcare sector.
Previous Roles and Experience
Prior to her current role, Leslie Pagel was the Chief Customer Officer at Authenticx from 2021 to 2023. She also held the position of Director, Market Strategy and Insights at Anthem, Inc. from 2018 to 2021. Pagel's extensive experience includes 11 years at Walker Information, where she served as VP, Customer Experience, and held various roles including Information Solutions Consultant and Group Manager. Her background reflects a strong commitment to enhancing customer experience through strategic insights.
Education and Expertise
Leslie Pagel earned her Bachelor of Arts in Sociology from Indiana University Bloomington, where she studied from 1992 to 1997. Her educational background supports her expertise in data-backed storytelling and customer experience strategies. Pagel actively participates in workshops to develop her storytelling skills and teaches employees the art of data-backed storytelling, emphasizing the integration of human and AI collaboration to improve customer interactions.
Advocacy and Philosophy
Leslie Pagel advocates for conscious capitalism, promoting the integration of ethical considerations into business practices. She emphasizes the importance of empathy in customer experience strategies, believing that understanding customer needs is crucial for effective service delivery. Pagel's approach includes the use of conversation analysis and unsolicited feedback to transform customer experiences, aligning with her belief in the value of listening to customers.