Leading Digital Transformation with John Sorenson, Global Customer Success Executive, Cypress
Join a dynamic conversation with seasoned CX leaders as we explore how evolving customer expectations, AI, and digital-first behaviors are reshaping the landscape. This session goes beyond tech trends—it’s about leading meaningful transformation that aligns customer experience, operational excellence, and business outcomes. Come ready to share insights, lessons learned, and the bold strategies needed to future-proof your organization.
Meet Your Member Facilitator
John L. Sorenson is a dynamic, seasoned Customer Experience Executive, renowned for his strategic leadership and transformative impact in large, complex organizations. With a proven track record of driving
business transformation and strengthening customer relationships, John excels in steering major organizational changes, optimizing processes, and championing emerging technologies that elevate both customer and employee experience. John is the owner and Executive consultant of CypressCX Consulting (cypresscx.com) with over ten years of consulting experience partnering with large corporations, small businesses, and non-profits to achieve high levels of customer and employee engagement success while significantly lowering operating costs.
John’s recent role as SVP, Director of Customer Experience at Truist marked a significant phase in his career, where he led 5,000 customer
experience providers through the merger between BB&T and SunTrust. Post-merger, John led efforts to optimize CX and to introduce cutting-edge technology transformations including CCaaS and AI to automate regulatory processes and enhance customer journeys. Under his leadership, Customer Satisfaction (CSAT) soared by an impressive 25%, surpassing target expectations.
Throughout his career, John has demonstrated a profound capability in optimizing CX processes and contact center operations achieving
millions in cost savings and enhancing CSAT scores by as much as 26%. He has successfully led over 30 mergers and acquisitions showcasing his adeptness in blending processes, organizational structures, leadership, technology, and customer experience strategies. Throughout his career, John has consistently delivered exceptional results, leveraging his expertise in leadership, team building, and cross-functional collaboration. John builds diverse, high performing teams that deliver innovative customer solutions that drive customer
satisfaction and employee engagement. John completed Six Sigma Black Belt/Lean Certification and is an Eagle Scout, Boy Scouts of America.
