Rochester, NY CXPA Network

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January 2023 – Strategy, Goals, and Operational Success w/ Dr. Hoomans 

12-27-2023 03:54 PM

Join the CXPA Rochester, NY Network for this interactive, online event and takeaway tips for operational success in 2023. As we all know, many companies say they are "customer focused," but in reality, they aren’t – either because they don’t know their customer or because they serve an internal stakeholder that they label the customer. The end result is that they just don't invest their resources or implement strategies that prioritize the customer. As a result, many CX professionals wrestle with the internal tension between organizational goals and prioritizing the customer through CX strategies. So, as we head into a New Year, we all could use a little coaching/pep-talk on how to realize and operationalize our CX strategies amidst our organizational goals in 2023. This year we will kick-off the CXPA Rochester Network with Dr. Joel Hoomans, Professor of Management and Leadership Studies at Roberts Wesleyan University.

About the Speaker: Prior to working in academia, Dr. Joel Hoomans spent 10 years working in the field of Human Resources for Wegmans Food Markets, eventually becoming the company’s first Manager of Leadership Development. Throughout various roles at Wegmans he was struck by the impact that a best-in-class organization can have on the growth and development of people and communities when they are invested in and treated as renewable and relational assets rather than expendable resources or transactions. In 2006 Roberts Wesleyan College afforded him the opportunity to return to his one-time alma mater and facilitate the advancement of service leadership, strategic agility and people development on a broader scale.

Dr. Hoomans holds a Bachelors of Science in Elementary Education from Roberts Wesleyan College, a Masters of Science in Human Resource Development from Rochester Institute of Technology and a Doctorate in Strategic Leadership from Regent University.

Research Interests:

  • Leadership Development & Effectiveness
  • Courage Development & Values Formation
  • Strategic Utilization of Human Assets
  • The Use of Games in Learning
  • Driving Service Levels in Higher Education

On-demand Video:

Video Passcode: =puZ?M9X


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