Global Customer Experience Manager, Caterpillar

Laura Irvin Magniet is Global Customer Experience (CX) Manager for Caterpillar, Inc. Laura is responsible for leading the organization’s CX transformation efforts across both Caterpillar® and the Cat® Dealer network. In her enterprise role, Laura is accountable for the design, development and delivery of the training, tools and resources that grow organizational capability to deliver world-class customer experiences. Laura also leads a 650+ member Customer Experience Ambassador Network.
Laura brings more than 20 years working across the value chain, leading teams delivering large-scale initiatives in CPG, retail, scientific and manufacturing organizations. She has a strong focus on customer insights, continuous improvement, change enablement, and employee experience.