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.
Infusing Customer Feedback with Employee Feedback
Linette Myland, Siemens Building Technologies
Open your employees' eyes to the fact that your organization cares about your customers. Get them thinking about how they can do their part to improve their customers' experiences and empower them to drive change. Learn about a program that is different than the typical employee engagement survey as it relates specifically to the experiences delivered to customers - both internally and externally.
Building a Customer First Culture
Alison Circle, Columbus Metropolitan Library
Through a staff engagement process, Columbus Metropolitan Library developed a framework for delivering best-in-class customer experiences. Named "Customer First" the framework has three easy-to-understand and easy-to-implement pillars. Now in year two the library is working to embed Customer First into its day-to-day culture, making it who we are.
Solutions That Work! Driving Employee Engagement in CX - Dialogue Series
Roger Pugsley, Oxford Properties
Engaging busy employees in a CX journey can be a challenge. Discover successful engagement tools from Oxford (2016 winner of the Temkin Group Customer Experience Excellence Award) that have significantly contributed to Employee Engagement scores of 99%. The Dialogue Series is a set of interactive and engaging conversations with employees allowing them to participate in and share ownership of the CX journey.
*Designing, Delivering, and Developing CX Training at Scale
Eric Ullman, Adobe
Your request to provide CX training for all employees has been approved! Uh oh. Now you have to deliver. And not just a training - but a shift in attitudes and actions taken by employees. Learn how Adobe is doing just that: changing the hearts and minds of its 16,000 employees across the globe to embrace and operate from a customer-centric orientation.
Benchmarks in How Employee Engagement Connects to CX Success
Yvonne Nomizu, Pacific Consulting Group
Learn about a study distinguishing what aspects of employee engagement differentiate the CX winners from the CX laggards. These insights and overall framework will help practitioners understand how to assess their "state of CX engagement" right from the start and how to identify the true underlying engagement drivers that will spur their workforce to mobilize and embed customer experience excellence in their work lives.
CX Culture - An Ontological Approach
Joni Roylance, North Highland
This show and tell will engage participants on the topic of what differentiates a CX driven culture. We will cover guiding principles for maintaining CX culture based on the best practices of top-rated CX companies, and we will address core areas and approaches for assessing the current state of an organization's CX culture. This discussion marries a cross-section of applied skill sets including: human centered design, behavioral change management, experience design, and emotional intelligence practices.
*Right-Sizing a Customer Room for Maximum Impact on Culture
Petra Steriti, Wiley
A “customer room” can be a powerful tool in creating customer understanding to drive change and spark innovative thinking, but creating that room can be a hurdle all by itself. Explore how to right-size a customer room to meet your company’s needs.
Building your CX Promise Into Your Culture
Tabitha Dunn, Concur, a SAP company
Join a discussion about building out a customer experience promise, aligning it to your brand promise, and best practice ideas for embedding your customer experience promise into your culture.
Toolkit for Leading Your Team to Design the Customer Experience of the Future
Yvonne Nomizu, Pacific Consulting Group
In this session, you'll discover four techniques that utilize both the "left-brain" and "right-brain" approaches to not only improve customer experience, but innovate for better emotional impact and embedded value.
Change Acceleration - Getting Employees to Buy In
Brian Doyle, Pacific Consulting Group
This show and tell will discuss how using the Change Acceleration Process first popularized by General Electric can help you accelerate employee acceptance of CX ideas and changes, as well as ensuring those changes take hold after the project is complete.
A Customer by Any Other Name is Still a Customer - The Power of Internal Customer Experience
Lisa Nance, Texas Capital Bank
It can be challenging to deliver a world-class customer experience if your internal organization doesn’t have the same objective for its fellow employees. Learn how Texas Capital Bank is instilling the principles and practices of client experience as a blueprint for internal service delivery.
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