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..