CXPA Rochester Network Event: CX Change Manager w/ Tamara Rolman
Date: Thursday, March 21st (9am - 10am EST)
Register on Eventbrite: https://www.eventbrite.com/e/cx-change-manager-w-tamara-rolman-mar-2024-tickets-856337427297?aff=CXPAWebsite
Event Description:
It's been said, “To win on the outside, you have to start on the inside of the organization.” This event is all about why integrating CX with change management is important for CX success. Tamara Rolman shares the journey of APG, the largest Pension Provider in the Netherlands, and its transformation from administrator to customer driven service provider.
During this session, we will explore:
- What is change management and why is it important for CX?
- Introduction of an easy-to-use model of change management.
- Interventions to drive CX change, with APG as an example.
- 3 personal learnings, do’s and don’ts.
- About the speaker:
Tamara Rolman, CCXP, is Customer Experience Manager at APG, the largest Pension Provider in the Netherlands. She is fascinated by what drives people and change management. In her role at APG, she is responsible for maximizing the value of pension and driving the change to a customer-driven organization. Previously she worked in the housing association sector and as a CX Consultant at a consultancy firm. In these roles she also did a lot of journey mapping, leading CX improvements and voice of the customer programs. Tamara has a Master of Science in Communication, Change management and CCXP. Last year she also joined the Customer Experience Headgroup, an active community of senior CX leaders in the Netherlands.
Location: Zoom (online/virtual)
Agenda:
- 8:55am – 9:00am Attendees logon to Zoom
- 9:00am – 9:05am Welcome, Introductions, and Rochester Network Updates
- 9:05am – 10:00pm Presentation, questions and closing remarks
NOTE: Registration is required on Eventbrite for this FREE online event and will close Wednesday, March 20th at 11:59pm.
If you have questions about this event, please contact me.
See you soon!
Jason Hammel
Rochester, NY Network Lead
Customer Experience Professional Association (CXPA)
Email: Jason.Hammel@excellus.com
LinkedIn: https://www.linkedin.com/in/jasonhammel/
Local Network Website: www.CXPA.org/RochesterNetwork