2017 CXPA Insight Exchange Show and Tell Resources ORGANIZATIONAL ADOPTION
CXPA welcomed 84 unique presenters and filled 105 tables during the two-day event and three Show and Tell sessions. Presenters spoke to small groups around a table for a period of 18 minutes sharing best practices, tools, tips and lessons learned. Some of those presentations and resources are now available to CXPA members. You can find the slide decks linked below. We look forward to bring you more detailed opportunities through webinars and calls to better explore some of these topics.
*Some table topics do not have associated slides decks, and or we are working with the presenter to add those at a later date
*Building Insights, Design, and Innovation Capabilities
Diane Magers, CCXP, CXPA
Build a network of CX change agents by using creative and fun ways to teach insight, design, and innovation techniques. Create learning experiences for your organization that can yield results. We will share some hands-on sample exercises you can try immediately!
NPS® for Non-Profit: 4 Magic Questions
Mark Lees, Deseret Industries
Implementing a closed-loop NPS® in a non-profit can be painstakingly slow, but will yield longterm results with the following: stakeholder buy-in, a KPI metric, visualizing data, and accountable closed-loop ticketing. Adapting the four-question NPS® formula to your non-profit achieves actionable insights.
CA Technologies Increased Customer Empathy Within Non-Customer-Facing Employees – You Can Too!
Kevin O'Came, CA Technologies
It’s relatively easy to build customer empathy with employees who work directly with customers, but what about for those that don’t? The Customer Engagement Program, part a Customer Always initiative, was launched to give non-customer-facing employees an opportunity to interact with – and assist – customers while building customer empathy that is so important to improving CX. Hear how the program was launched and managed, how volunteers were trained, and how the customer experience, the employee experience, and the business was positively impacted.
Organizational Adoption and the Chief Customer Officer
Jeanne Bliss, CustomerBliss
Renowned thought leader and CXPA Co-Founder, Jeanne Bliss, will lead an open conversation on the principles she's observed to be foundational when seeking organizational adoption of a CX strategy. Join her as she answers your question and shares her insights on this critical topic.
*The Psychology of "Owning" CX
Megan Burns, Megan Burns Enterprises
Deciding who owns CX can turn into an epic power struggle. Why? We'll dig into the thoughts, feelings, and assumptions that drive this quest for control.
*Engaging Partners to Deliver Branded Customer Experiences
Paula Skartland, Safeco
In this show and tell, we’ll share a case study and discuss how partners play a critical role in delivering experiences that represent a company’s brand, but are not an employee of the brand; and how to engage these partners to deliver a positive customer experience.
You Say You Want a CX Revolution
Brian Andrews, Medallia
Transforming a company is a huge change management effort. One of the key reasons that change efforts fail is the lack of a robust change management framework. In this hands-on working session, you will learn a proven change management framework, conduct a quick selfassessment, and learn from your peers ways to improve your change management capabilities.
*Corporate Environment Counts
Erin A. Kingshill, Elanco Animal Health
Use your corporate environment to support putting the customer at the center of each and every work day. The corporate headquarters at Elanco uses the wall space, stairways, and meeting room names to continually reinforce the focus on the customer and the company's mission of "Food and Companionship Enriching Lives."
The 4 Key Elements of VoC Maturity Assessment
Stacey Nevel, Confirmit
We will explore the benefits of maturity assessment tools such as Confirmit Compass, as well as highlight key findings and emerging trends from a recent VOC Maturity Validation Study. Confirmit Compass is a methodology that defines the maturity of a VoC program, enabling businesses to map their activities according to four key elements of program design and management.
Whaaaat?! You Got Global Adoption to Focus on CX?
Ben London & Kari Mickelson, MoneyGram Intl.
Imagine having three times the number of locations as Starbucks, McDonald’s, and Subway combined! Learn how MoneyGram, an international money transfer company operating in 200 countries, brought the organization to the table, and decided unanimously to invest in CX.
*The Making of Employee Experiences
Lisa Morris, North Highland
Employee Experience (EX) has come to the forefront in the last five years. The concept of staging experiences is equally applicable to the “customer within” - the employee. Onboarding is one of the first sustained series of interactions and impressions for new joiners impacting engagement, retention, and productivity - yet many organizations struggle to provide a compelling onboarding experience. Join this session to learn more.
*Getting Customer Feedback to Your Backstage Employees
Michelle Morris, Crowe Horwath LLP
Engaging backstage employees to deliver exceptional customer experiences is always a challenge. Do internal parts of your organization even know that everyone plays a role in CX? How can you help plug your backstage employees into your CX plans? Learn about a method to give backstage employees feedback from their clients and how that information can drive action and change.
Creating Customer Advocates: The Cvent Experience
Michael Phillips & Meg Stensrud, Inquisium
This case study will illustrate Cvent's migration from "selling software" to "creating advocates." The integration of feedback technology and processes in all customer-facing groups and the commitment to learning based on feedback metrics have been major components to the Cvent success story.
*3 Keys to Getting Traction with Your CX Initiative
Patrick Dawson, CongaCX Consulting
CX momentum stalls out for a variety of reasons - lack of consensus, inconsistent priorities, technology constraints, etc. Review this case study that demonstrates how CongaCX built on existing journey maps with fresh insight, strategy, and design to move the organization off the dime and achieve six critical outcomes.
*Agile 101: How to Engage Scrum to Speed Up Your CX Improvements
Chris Caudill, Humana Inc.
Agile 101: How to Engage Scrum to Speed Up Your CX Improvements started in software development, but the approach easily transfers to accelerate CX improvements. The simplicity, speed, and effectiveness of Agile might surprise you! In this session, CCXP strategic consultant Chris Caudill of the Humana FastStart lab leads an informal discussion about applying Agile and Scrum processes to deliver customer-focused results quickly.
*Leveraging User Conferences for CX Communication
Nancy Porte, Verint
Corporate customer conferences are a great opportunity to communicate with customers about your CX program. CX Zone is an area for customers to view our journey map, provide feedback, and learn about how we are improving their customer experience.
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