2017 CXPA Insight Exchange Show and Tell Resources CX STRATEGY

By CXPA Admin posted 05-26-2017 11:57 AM


2017 CXPA Insight Exchange Show and Tell Resources  CUSTOMER-CENTRIC CULTURE

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. 

Fanatical About CX
Suzie Dieth, Reliant

Learn best practices from an electricity company that changed their CX team structure from a dedicated department to a hub-and-spoke approach so everyone in the organization would be responsible for CX. Their results include 152% improvement in Net Promoter Score.

Using Business Excellence & Innovation to Drive Your CX Strategy Adoption Within Your Organization
Roberta O'Keith, Black & Veatch

Come see how Business Excellence (BEx®) and innovation increased speed-to-value for Black & Veatch and its clients. See examples of BEx innovation techniques, tools, and teams in action. Accelerate your collaborative leadership skills and career while creating business value with B&V mechanisms. The unique program integrates innovation, Lean, and Six Sigma techniques with strong process ownership (BPM).


Conditions for Leadership Buy-In and Customer Centricity: The Eleven Sacred Cows
Mohamed Latib, Ph.D, CX University

If you are a CX practitioner asked to transform your internal CX practice, create adoption of CX principles and facilitate a CX culture transformation, where do you begin? This session will introduce you to a successful model that can be used to galvanize all the internal resources to achieve the leadership's CX vision. A very clear blueprint will be offered to attendees.

Driving Grassroots CX Adoption With No CX Budget From The Bottom Up
Edward Hobart, Oracle

Learn about how Oracle took a skeptical, technically-oriented, inside out focused department with no CX budget and turned it into a catalyst and cross-functional influencer for organizational-wide CX awareness and adoption.


*The Journey to Customer Centricity, Where to Commit Your Focus
Terry Cain, Pinwheel Partners

This presentation focuses on the seven elements that help focus on the most powerful change resource we have in our businesses. Using the pinwheel metaphor, we will illumine the need for priority and clarity. Key takeaways: 1. Understanding the Complexities of the Journey, 2.Defining Customer Centricity, and 3. Where Do We Focus to Get the Best Results?