CXPA Sponsored Webinar by Confirmit: Where Do We Go From Here? Taking Your CX Program Forward

CXPA Sponsored Webinar by Confirmit: Where Do We Go From Here? Taking Your CX Program Forward

When:  Jun 28, 2018 from 02:00 PM to 03:00 PM (ET)

When
June 28, 2018
2:00 PM - 3:00 PM EST

Where
Online

Where Do We Go From Here? Taking Your CX Program Forward

Building a Customer Experience (CX) program is a huge challenge but the rewards can be high, particularly for the persistent CX practitioner who continuously evolves the program and finds ways to add value to the business. What happens if your program stops evolving and delivering ROI? Disappointment can lead to disillusionment among stakeholders, and a successful CX program needs support from across the business.

Assessing the state of your CX program is a critical step in understanding where you are now, where you need to get to, and the best next steps to take your program forward. A structured approach, based on experience and industry-validated best practices, can show you the path to long-term CX results.

In this webinar, Sarah Simon, Senior Director, CX Consulting at Confirmit will look at the three key themes uncovered throughout field work with a variety of CX practitioners and will show how to use maturity modeling to understand where to focus in order take your program to the next level. Join Sarah to learn about:

  • The five critical CX competency areas you need to review to understand where you go from here
  • The importance of aligning CX goals with business goals and integrating business data with VoC to deliver ROI to your business
  • Short-term workarounds to deal with CX roadblocks, as well as lasting solutions to support your CX evolution

 
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Sarah Simon
Senior Director, CX Consulting
Confirmit

Sarah is an architect of action-based customer intelligence solutions and data-driven customer experience strategy. As an innovative solution architect, Sarah focuses on customer data capture and insights design methodology. She guides clients in understanding why, when and how to listen to the Voice of the Customer, blending behavioral CRM data with survey sentiment to tell a fuller story of the customer within the context of the customer’s journey. Optimizing the customer experience is the guiding light for all of Sarah’s efforts, and inspiring people to leverage all this customer intelligence into becoming a better company she finds particularly fun.

Outside of work Sarah loves climbing mountains throughout Colorado and beyond, riding her Harley Davidson, downhill and cross country skiing, traveling off the beaten path, caring for her dogs, cooking and reading obsessively. She also hikes a section of the Appalachian Trail northbound every year and has a weakness for wine, music and muscle cars. She’s on fire when engaged in calculated risk-taking, innovating and building things.

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