Your CX Roadmap

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This workshop outlines a fresh approach to converting data and analysis into living, breathing personas. Explore how to both conduct a critical examination of research numbers, and then connect with the groups and individuals those numbers represent. Come ready to learn how to view your customers as individuals rather than purchasing departments.

• Practice turning traditional market segmentation results into personas
• Understand how to adapt their analysis to more precisely fit modern business realities
• Compete for the title of “Best EMT” – Emergency Marketing Technician; turn data into thriving personalities that resonate throughout the organization

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Good guest care is critical for customer satisfaction. Explore the New York Philharmonic and Lincoln Center’s ambitious Guest Care Excellence Initiative, in which over 500 external- and internal-facing employees and volunteers have been trained to elevate the customer experience, and learn how to get a similar program started in your own company. Workshop attendees will develop:

• An understanding of who needs to be involved to make the program successful
• A checklist of resources and a timeline for launching a CX training program
• Techniques for sustaining the effort and embedding a customer focus across the organization

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Engaging and educating everyone on CX is important and so are the right tools and resources for building competencies. Learn how to embed and share resources, design thinking and engagement activities to accelerate your organization's CX skills. We will take about and have a few hands-on exercises and techniques you can use right away in your practice.

Learn:
• How design skills can enable CX
• Some design tools and techniques
• The impact and benefits of design

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At NGCX you’re in control! Get involved in our unique, open-mic, peer-to-peer tables for the best conversations you’ll have all year. Talk about your key challenges and hear how other organizations are overcoming them. Rotate once for the chance to join two roundtables!

Topics:

Table 1: Tips and tricks CX can apply from UX methodologies
Moderator: Rob Scruggs, Former Director, Customer Experience, E*TRADE

Table 2. You’re doing it wrong: where customer expectations and your execution diverge
Moderator: Eric Feinberg, VP, Marketing, ForeSee

Table 3: Are customer surveys dead? What’s next?
Moderator: Tony Drummond, VP, Customer Experience, Manheim

Table 4: Cracking the code: proving how and where employee behavior drives loyalty and revenues

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As a CXO or head of CX at your organization, it is your responsibility to prioritize customer experience and promote a customer centric value proposition throughout your organization. This is your opportunity to gain honest feedback, debate strategic ideas and share high level insights in a closed door forum.

This is an invitation only session. If you wish to participate or would like to nominate yourself or a colleague, please contact: kristin.schoenstein@wbresearch.com

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