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The Power of Feedback

The Power of Feedback

“The right message at the wrong time is the wrong message.”

Cassandra Johnson, Executive VP, Customer Care for Google Devices & Services, and Susan Chapman-Hughes were up close and personal at Odyssey Day.  Susan and Cassandra lit up the program with their quick wit and massive career experience discussing the “Power of Feedback.” 

Cassandra is responsible for managing a global network of contact centers and key strategic BPO partnerships across the Americas, Europe, Middle East and Asia – helping to support Google’s hardware and services business portfolio worldwide.

Cassandra is a pragmatic and focused operations and functional support Business Transformation Leader who transforms organizations, people, processes and system capabilities to drive efficiencies, increase profitability and provide a competitive advantage through strategic planning and execution. She formulates visions and strategies that drive best practices and navigates diverse cultures and legacy mindsets to build productive and profitable operations. Cassandra is forward thinking and an impactful leader at the forefront of organizational change. She empowers high-performance teams, develops executive level relationships and fosters collaboration among key decision makers to create enterprise buy-in throughout the global organization.

Susan Chapman-Hughes, EVP, Global Head of Digital Capabilities, Transformation and Operations, GCS at American Express, was named as one of “100 Most Creative People in Business” by Fast Company and recognized as one of the “Most Influential Women in Payments” by PaymentsSource. Throughout her career, Susan has driven top and bottom line performance, grown businesses, promoted efficiencies and simplified operations at global companies.

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