Leveraging Your CX Team Structure for Organizational Success

Session Title: 

Leveraging Your CX Team Structure for Organizational Success

Session Description:

This session is based on research on how different CX team structures work, conducted by Heart of the Customer in concert with CXPA. It will build on real world examples to illuminate differences in fostering accountability and responsibility, communication and information flow, and autonomy and authority. During the collaborative portion of the session, you will have a chance to discuss your organization’s structure and processes and gain valuable peer feedback on ways to make your structure and processes assets in delivering exceptional customer experiences and better business outcomes.

Jim Tincher's Bio:

Jim Tincher sees the world in a different way – through the eyes of customers. He is a nationally recognized customer experience expert and keynote speaker. He is also the co-author of How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. And the author of Do B2B Better: Drive Growth through Game-Changing Customer Experience. He developed a passion for customer experience (CX) when leading programs at Best Buy and UnitedHealth Group. He was an early advocate for CX, becoming only the second Certified Customer Experience Professional (CCXP) in the world, and now serves on the CXPA’s board of directors.

His customer experience consultancy, Heart of the Customer, delivers next-generation CX best practices that go beyond insights and recommendations to empower and activate organizations to generate customer-driven value and bottom-line growth.