CXPA Sponsored Webinar by Concentrix: Emotional Intelligence: The Key to CX Culture Change

CXPA Sponsored Webinar by Concentrix: Emotional Intelligence: The Key to CX Culture Change

When:  May 28, 2019 from 02:00 PM to 03:00 PM (ET)
When
May 28, 2019
2:00 PM - 3:00 PM ET

Where
Online

Emotional Intelligence: The Key to CX Culture Change

Cultural transformation is top of mind for many CX leaders, but taking it from aspiration to reality can be a big challenge. How can companies help their employees to make the shift to a CX mindset? How can they encourage “thinking like customers” to support understanding and empathy at the frontline?

The good news is that customer feedback is an asset most companies already have – and if used the right way, it can act as a catalyst for real culture change.

Join Heidi Munc, VP of User Experience for Nationwide and Jackie Potts, Director of VOC Strategy at Concentrix to discuss how leaders are influencing CX and culture change at the frontline by fostering a deeper emotional connection to customers.

Jackie_Potts.jpgJackie Potts
Director of VOC Strategy
Concentrix

Jackie leads the vision and strategy of Concentrix VOC solutions to ensure clients continue to drive positive financial outcomes using customer feedback. She has over 10 years’ experience designing, implementing and supporting VoC programs for Fortune 500 companies.


Heidi_Munc.jpgHeidi Munc
VP of User Experience
Nationwide


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