Unwound Sharing

This unique and highly coveted Insight Exchange session gets right to the heart of what makes this event unique. CXPA brings together CX professionals just like you from organizations similar to yours to grow, learn and share with one another. During this hour-long session, you are invited to seek out one table with your designated topic of choice and have a conversation with a small group of professionals just like you. Our Unwound Session addresses top-of-mind challenges, and offers the opportunity to share how you’ve overcome those challenges to the benefit of others in the room.

  • Build and strengthen your network
  • Walk away with new and proven ideas to overcome professional challenges
  • Inspire others and share your success
Each table with have flip chart paper to track highlights of the conversation and those notes will be hanging up throughout the event for your review.

Customer Journey Mapping 
Journey mapping involves creating a visual artifact that represents how customers interact with you across touch points. At this table we'll discuss how you've done this - successfully or unsuccessfully.

The Intersection of Internal Process Improvement and CX
Lean, Six Sigma, and other tools can truly help an organization improve - but only when based on true customer needs. Discuss how to leverage process improvement techniques in improving customer outcomes.

Design Thinking 
What happens after the measuring is done?  At this table, you'll discuss how to take what you've learned from customers and translate it into an improved experience.

Bringing Voice of the Customer to Life to Drive Action 
The insights you gather through your Voice of the Customer program are only valuable if they get into the hands of the right people at the right time to inform their decisions. This group's discussion will focus on ways you are bringing VOC to life to drive action across the organization.

Engaging Employees in CX 
It's hard for an organization to create engaged customers if it doesn't have engaged employees. This group will discuss the relationship between CX and employee engagement and how to get them working together.

Training Employees on How to Improve Their CX
Even when employees are willing to do the right thing for customers, they may not know how. This group will discuss best/worst practices for training employees to improve how they deliver a great customer experience..

Leveraging Middle Managers to Help Drive CX Change
It's hard to get any group of employees to change how they operate if their managers still reinforce old beliefs and processes. In this group, we'll discuss how organizations enlist the support of middle managers in shaping and supporting CX change efforts.

CX Governance & Structure 
It seems like nearly every organization has a different way to oversee CX.  This group will discuss different methods for organizing CX including what's worked and what hasn't.

Measuring customer experience (B2B) 
You can't manage what you don't measure. This discussion will focus on different measurement techniques - both surveys and business KPIs - to measure and improve customer results in a B2B environment.

Measuring customer experience (B2C)
You can't manage what you don't measure. This discussion will focus on different measurement techniques - both surveys and business KPIs - to measure and improve customer results in a B2C environment.