Boston CXPA: Escaping the CX Silo

Boston CXPA: Escaping the CX Silo

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When:  Jun 10, 2021 from 12:00 PM to 1:00 PM (ET)
Associated with  Boston CXPA Network

Event Summary

It’s time to get aligned and escape the CX silo to successfully recognize, meet, and exceed customer expectations.

 

About This Event

Despite the prevalence of CX roles and departments within companies of all sizes, CX teams are often siloed from the rest of the organization. Rather than operating as a connecting force between marketing, sales, service, and back-office functions, in most organizations CX is operating with its own systems, solutions, and metrics and therefore lacks the influence to lead or affect the overall experience. At the same time organizations have lost sight of customer expectations, which continue to evolve at a scale and pace we have never seen before.  

Agenda

In this session, Dave Frankland and Tim Myers, principals with Atlaas, will provide a framework to help brands align their internal departments and initiatives in a singular, directional blueprint.  The proven framework informs the people, processes, data, technologies, and actions that make up customer strategy to help brands recognize, meet, and exceed their customer expectations.

Dave and Tim will share:

  • Key signs that indicate misalignment and how to recognize them in your organization.
  • The archetypes and developmental stages of CX within organizations.
  • Case studies of organizations from different industries that represent each developmental stage.
  • An assessment to recognize your current stage of development.
  • A framework and reference architecture to help you overcome barriers and integrate CX across the organization and at the core of the business.

Featured Speakers

Dave Frankland
As an author, consultant, and executive, Dave has helped executives at hundreds of companies define their customer relationship strategy and has focused his career on helping brands turn unreasonable consumer expectations into lasting relationships.

As Managing Director in Winterberry Group’s consulting practice, Chief Strategy Officer at Selligent Marketing Cloud, and co-founder and Research Director of Forrester’s Customer Intelligence practice he has helped companies around the world develop business, customer, and organizational strategies. Dave previously held various strategy and communication roles at brands and agencies.

Tim Myers
Tim has spent the last 10 years supporting, implementing, and advising global enterprises such as JP Morgan Chase, Allstate, and Optum in their quest to improve the outcomes of customer lifecycles.

He draws on extensive experience designing business operating models for the future that are directly enabled by the capabilities made possible by data, artificial intelligence, and blockchain. Previous positions include Chief Delivery Officer, Senior Consultancy Partner, Chief Technology Information Officer, and Chief Executive Officer positions within the financial services and insurance sectors.

 

We look forward to you joining us! Help us spread the word. This event is open to CXPA Members, as well as, Non-Members.

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