CXPA Rochester Network Event : CX Change Manager w/ Tamara Rolman Date : Thursday, March 21st (9am - 10am EST) Event Description: It's been said, “To win on the outside, it means you have to start on the inside of the organization.” This event is all about why integrating...
CXPA Rochester Network February Event : Four Gold CX ROI Metrics w/ Lynn Hunsaker Date : Thursday, February 22nd (12noon - 1pm EST) Event Description: When you focus on 4 new customer experience metrics, you’ll find greater progress in 20 CX and financial metrics. How is...
CXPA Rochester Network January Event : Generative AI: Helping Humans Understand Humans Date : Wednesday, January 31st (12noon - 1pm EST) Event Description: Many organizations are focused on building human understanding into artificial intelligence (AI). What if we flipped that...
Event Description: There's no argument that the number one litmus test for a customer experience program is its return on investment. And, while the primary way to measure ROI is financial, what does that really mean? And, is there other business value created beyond dollars and cents that...
Event Description: In this session, Leslie Pagel , Chief Evangelist at Authenticx, will discuss the most valuable, renewable source of customer insight and how data-backed storytelling leads to speed-to-action. Listening directly to unsolicited customer voices reveals both points of...
Event Description : In this session, Mark Ratekin , CCXP, Head of Global CX Consulting at Forsta, will provide a brief history of CX measurements, with an emphasis on the metrics that have been routinely used in CX programs. Mark will then facilitate a dialogue on the considerations that...
Event Description : Journey Mapping: Frictionless Customer Experience presented by Steve O’Brien , Director of Contact Center Solutions at Wilmac . This is the third and final presentation in our series on Journey Mapping. In this presentation Steve takes us into the future to discuss...
Event Description : Have you ever noticed that there are so many resources explaining Customer Journey Mapping and its benefits, but no one ever talks about the nuts and bolts of getting started? If so, then join Michele Gennarino , Director of Customer Experience at Greenlight Networks,...
If you struggle to build a Customer Experience (CX) culture at your workplace or want to learn how, then click the link below to learn how the Customer Experience Manager at Excellus BlueCross BlueShield are making an impact on company culture with their CX Champions program. On-demand...
Whether you're a CX practitioner, Team Lead, Supervisor or Manager, we can all benefit from good coaching. This month, Michele Gennarino , Director of CX at Greenlight Networks , will share her insights and experience into performance coaching that will benefit you no matter what side of...
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