Kick off CX Day 2020 with a joint event hosted by the Atlanta and Nashville networks. In this 1-hour interactive session, you will have the opportunity to sign up (during registration) to participate in two roundtable discussions, approximately 20-minutes each. Each roundtable topic area is based on the core CX principles.
During the registration process, you will have the opportunity option to submit a real-world challenge or a pseudo challenge related to the topic area. One challenge will be chosen per topic round, for the small group to focus the conversation on – and some takeaways collected. The roundtable topic areas are based on the various CX principles are outlined below.
Roundtable Sessions
Session 1: Strategy & leadership (foundation setting, alignment with leadership, etc.)
Discussion could include a challenge or topic related to approaches to translating corporate strategy into CX strategy and a programmatic approach.
Session 2: Voice of Customer / Consumer, Insights & Understanding
Discussion could include a challenge or topic related to how to design, collect, and implement customer feedback programs, as well as how to effectively use the data collected.
Session 3: Customer-Centric Culture/Employee
Discussion could include a challenge or topic related to approaches to cultivating a customer-focused culture as well as driving employee engagement and associated strategies.
Session 4: Metrics, Measurements & ROI
Discussion could include a challenge or topic related to establishing and applying key CX metrics for tracking and improving the experience and linking metrics to business outcomes.
Session 5: Organization Adoption & Accountability
Discussion could include a challenge or topic related to approaches/ways to embed CX into the organization, how to break down silos, and align business goals to the focus of the organization.
Session 6: Experience Design & Improvement (design thinking, process, UX, Change Mngt)
Discussion could include a challenge or topic related to design thinking, co-creation approaches/process, UX, and Change Management.
Session 7: Technology
Discussion could include a challenge or topic related to Customer Experience, Engagement or Management platforms, tools, etc. used to understand, transform and/or improve the experience.
Choose your 2 favorite sessions on the registration form.