Emmanuel Richard is the CEO and founder of Extens Consulting. He is an engineer graduated from Telecom Paris in France, whose career has been dedicated to transformation of organizations through digitization combined to human soft skills. He has built an extensive expertise in customer experience in BtoB and BtoC european industries, and is a designer of the C2ES(TM) index, the Customer Employee Easy Score.His passion for the field of Customer and Employee Experience has driven him to imagine new concepts and methods to prepare executive leaders to stand out from international competition. Diane Serbin Hopkins is a Certified Experience Economy Expert and was one of the first Chief Experience Officers in the US healthcare industry. She is a nationally known thought leader on consumer experience. She has extensive experience blending marketing, customer experience and innovation strategies in service and healthcare industries.She is the author of Unleashing the Chief Moment Officers, It's Hard to be Easy and co-author of Advice from a Patient and Wake Up and Smell the Innovation. Diane serves as the Senior Leader of Extens Consulting USA.