Boston Network: Shifting Mindsets: How Organizations Can Become Experience-Centered

Boston Network: Shifting Mindsets: How Organizations Can Become Experience-Centered

When:  Feb 25, 2020 from 8:00 AM to 9:30 AM (ET)
Tuesday, February 25, 2020
8:00 AM - 9:30 AM

Bentley University - LaCava Cafe
175 Forest Street
Waltham, MA 02452


HorizonCX and New Direction Strategy in association with CXPA Boston are pleased to announce an interactive event for all customer experience (CX) professionals within the Boston area to be held later this month as The Boston Experience Management (XM) interest group. We are an informal gathering of CX professionals and other business leaders whose responsibilities encompass any and all aspects of experience management (customers, employees, students, patients, etc.) and who are looking to take a deeper dive into associated and relevant topics and share their experiences in an open-dialog format. There is no charge for attending this event, but we kindly ask that you register to attend.

NOTE: A valid parking permit is required and will be provided to all registrants prior to the event.

CX Open Dialog Session:

Becoming experience-focused is a significant cultural shift for most organizations. Moving from inside-out to an outside-in perspective can challenge deeply held institutional assumptions, priorities, and ways of working. Yet until organizations can make the shift, they may limit the value of their own customer experience programs.

How can we apply customer experience principles to these cultural shifts? Can we see the organization, and key influencers, as the customer whose experience we want to impact? Key concepts from change management including the value of visible sponsorship and the all-important WIIFM (“What’s In It For Me??”) can help.

Join us on Tuesday, February 25, 2020, at Bentley University, Waltham, where Sue Harvey, Founder, and Principal at New Direction Strategy will lead a discussion about the challenges to organizations adopting this mindset, and how change management techniques can support, deepen and accelerate adoption. This highly interactive session will draw on change management principles and live examples. Arrive with your own successes and challenges to share; leave with new concepts, tactics, and connections to apply when you get back to the office.

Facilitator Bio:
Sue Harvey established New Direction Strategy to help organizations do change better. Her work builds on two decades of experience in complex organizations, deep communications expertise, a system-level perspective and a belief in the power of teams’ innate wisdom and creativity to solve problems in unexpected ways.

Over her 25-year career in business, non-profits, and government, Sue has been involved in organizational changes from every angle – as a leader, as a team member, and as a C-suite advisor. Before founding New Direction Strategy, she served for more than 15 years at Massachusetts’ largest health plan, Blue Cross Blue Shield of Massachusetts, in roles including Chief of Staff to the CEO and Senior Director of Member & Provider Communications and advisor to the Member Experience Leadership Team. Earlier in her career, she was Deputy Communications Director for the Minority Leader of the U.S. House of Representatives, executive-on-loan to the Rose Kennedy Greenway Conservancy, and a public affairs consultant with clients including Home Depot and the San Francisco Recycling Program.

A Williams College graduate, Sue is currently pursuing her Certificate in Executive Coaching at Georgetown. She's certified in the PROSCI Change Management methodology and completed the Center for Creative Leadership’s Leadership Development Program and UMass Boston’s Emerging Leaders Program. She is a recipient of the Wonder Woman Award from the Massachusetts Women’s Political Caucus.

Sue lives outside Boston with her husband, two children, one dog, and seven fish, who give her ample opportunity to practice flexibility in times of change.

About Horizon CX:

hcxsquaresmall.jpgHorizonCX, LLC is a small agile Customer Experience (CX) consultancy. Being a small veteran-owned business, among many giants within the customer experience industry, we cater to the unique wants and needs of specialized clientele - large and small - within public, private, non-profit, B2B and B2C organizations. We are a business that values and builds lasting partnerships with our clients. We treat our clients as real people – not as numbers. We offer the very best we can at a price-point that is more than affordable. We deliver on exactly what we promise with honesty and integrity. We aim to serve clients quickly and efficiently—no complex loopholes or bureaucracy. We work with agility and flexibility—knowing that your needs could change at any moment. We make you feel like you are the only client we have and are busy serving.

Thank you to our Global Gold Sponsor!


Bentley University - LaCava Cafe
175 Forest Street Waltham, MA 02452
Waltham, MA 02452
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