Sandra Matulevičiūtė-Bagdonavičienė
Partner Experience Manager at Companial, co-founder of Towards Customer association, Certified Customer Experience Professional
Vilnius, Lithuania
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My purpose is to help companies to grow business through focusing on customer experience, customer loyalty, and employee engagement. I work with leadership teams to support them in building customer listening programs to better understand top priorities (where experience gaps exist and new potential is untapped) and to help establish practices across organizations to deliver an exceptional customer experience.
With 16 years of experience in the Microsoft Dynamics market, I currently work in the role of Partner Experience Lead at Companial.
I’m also a passionate ambassador of the CX management profession. I actively speak, write, and consult on this domain. As part of this journey, I co-founded the Customer Experience Managers Association (Towards Customer) in Lithuania where we build CX peers' community, exchange best practices, and seek to contribute to the further development of the CX management profession.
Area of Expertise
Feedback, Please!
Feedback fuels growth—but giving and receiving it isn’t always easy. Why does feedback sometimes leave us confused, trigger defensiveness, or make the world feel darker? And why doesn’t it always lead to meaningful change?
This session flips the script on feedback. Instead of focusing only on how to give it, we’ll explore how to receive it—openly, skillfully, and without defensiveness. Using real examples, we’ll dive into both sides of the feedback conversation.
Here’s what we’ll cover:
• Feedback Triggers: Why does feedback sometimes feel like a threat? And why do we react the way we do?
• Receiving Feedback More Skillfully: Practical strategies to manage your reactions and navigate tough feedback moments with greater confidence and psychological comfort.
• Delivering Brain-Friendly Feedback: Learn how to offer feedback that feels safe, reduces defensiveness, and fosters a growth mindset.
Whether you lead, collaborate, or simply want to feel more comfortable in feedback conversations, this session will help you turn feedback into a powerful tool for growth.
Earning growth through remarkable Customer Experience: How to track it and engage your people
The importance of delivering great customer experience as a precondition for growth has never been more evident! Happy customers tend to return for repeat business, refer new customers, and are less price sensitive.
Moreover, what your existing customers think and say about you to the market heavily impacts your business’ stability and even your ability to attract new customers:
• Customers tend to avoid purchasing products or contracting vendors rated below 4 (out of 5) by existing customers (KPMG)
• 96 percent of customers will leave without warning due to poor customer service (Forbes).
• Companies optimizing the customer experience typically achieve revenue growth of 5–10% in just two to three years (McKinsey & Co).
But where should you begin to address this area? How can you develop an understanding of the current experience you deliver to your customers? And how do you translate this knowledge into actual improvements that inspires loyalty and referrals from your customers?
Join my session to gain valuable insights from the market along with actionable tips. During this 45-minutes session, I will share my practices for:
• Implementing an effective customer listening and satisfaction measurement model (including the effective use of NPS program),
• engaging executives, employees and even your customers to ensure continuous improvement,
• and the key ingredients to ensure a modern customer experience that differentiates your business from others.
Looking forward!
Directions EMEA 2025 Sessionize Event Upcoming
Sandra Matulevičiūtė-Bagdonavičienė
Partner Experience Manager at Companial, co-founder of Towards Customer association, Certified Customer Experience Professional
Vilnius, Lithuania
Actions
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