Strategy to Execution via Experience — How Kimberly-Clark Is Turning CX into a Business Discipline

Most organizations don't have a strategy problem. They have priorities, roadmaps, dashboards, transformation teams, even aligned language. What they don't have is proof that any of it reaches the customer. Because customers don't experience your strategy, they experience whether it holds up in the moments that matter. In this session, Eric Boye and Kate Kapp make one argument: strategy only becomes real through experience. Eric brings the North America proof point, how a single strategic priority turned into cross-functional execution. Kate brings the international lens: what survives, and what breaks, when markets, maturity, incentives, and org structure change. Together, they leave you with a simple operating model: Promise, Proof, Repeatability. Strategy is the promise. Experience is the proof. Repeatability is what lets it scale, without forcing every market into the same rigid template.