WhenThursday, May 28, 20202:00 PM - 3:00 PM ETWhereOnline
CX is a 4 X 100 Relay - Success Lies in the Exchange Zone
The job of the CX professional is to make positive change happen for the customers as soon as possible. Time is of the essence because you’re racing against competition and rising customer expectations. Many organizations get right into the essential activity of understanding customer needs, through journey maps or surveys. But, for many companies increased investment in these upfront activities is somehow not leading to commensurate business results, which is the ultimate finish line. That’s because while customer insights are necessary, they are not sufficient. It’s like the first lap around the track. There are three more laps to race and three baton exchanges to execute. This webinar will walk through the systematic methods for managing CX all the way through to outcomes by managing those exchange zones. Learn how to go from VOC to Design, Design to Viable Model, Viable Model to Results.PresentersKavita Jayaraman
Director, Customer Insights
Pacific Consulting Group
Kavita is a user obsessed insights researcher and consultant, a storyteller with proven track record of developing consumer driven ideas and getting them ready for market. Her goal is to use a visual narrative to inspire design and marketing to help stakeholders shape their products and services to resonate with end customers’ needs. Prior to joining PCG, Kavita has over 12 years of experience in managing and delivering actionable user focused insights across industries, primarily in telecommunications, consumer technology and financial services. She strongly believes that all insights start with empathy. In a fast-paced innovation, improvement, and delivery cycle, users often take a back seat to business goals and technology. With her work in user insights, Kavita has successfully managed to bring a customer focused approach to enable stakeholders to “walk in customers’ shoes” and understand how elevated emotional and functional customer experience matters in meeting long term business goals. Kavita has a Masters in Commerce and Economics from Mumbai University and an MA in Communication from the University of Wisconsin-Milwaukee.
Pacific Consulting Group
Yvonne helps clients design customer experiences, develop service enhancements, launch new services, and streamline service delivery. Ms. Nomizu has worked in the service arena for over 30 years managing and designing service businesses in the hotels/hospitality, consulting, financial services, high tech industries, as well as federal government sector. As a Vice President with Goldman Sachs, she managed a service-intensive business and led a project to centralize services without compromising client satisfaction. As a principal with CSC Index, she streamlined customer-critical business processes and restructured organizations in various industries. Her marketing background includes positions as New Products Director at a Johnson & Johnson company, Director of Marketing at Holiday Worldwide, Vice President of New Products at Innoventry and Vice President of Consulting Services at Startups, Inc., two high-tech startups. Ms. Nomizu also founded Sakari Consulting, a firm which helped companies build customer loyalty through exceptional products and service. Ms. Nomizu ascended to various leadership roles in the Customer Experience Professional Association, including standing up the CX Innovation Awards, leading the Northern California local exchanges, and serving as a CX Expert. She holds an AB cum laude from Harvard University and an MBA from the Stanford Graduate School of Business.