Rochester, NY CXPA Network

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 CX with change management is important for CX success. Tamara Rolman shares the journey of APG, the largest Pension Provider in the Netherlands, and its transformation from administrator to customer driven service provider.

During this session, we will explore:

• What is change management and why is it important for CX?
• Introduction of an easy-to-use model of change management.
• Interventions to drive CX change, with APG as an example.
• 3 personal learnings, do’s and don’ts.

About the speaker:

Tamara Rolman, CCXP, is Customer Experience Manager at APG, the largest Pension Provider in the Netherlands. She is fascinated by what drives people and change management. In her role at APG, she is responsible for maximizing the value of pension and driving the change to a customer-driven organization. Previously she worked in the housing association sector and as a CX Consultant at a consultancy firm. In these roles she also did a lot of journey mapping, leading CX improvements and voice of the customer programs. Tamara has a Master of Science in Communication, Change management and CCXP. Last year she also joined the Customer Experience Headgroup, an active community of senior CX leaders in the Netherlands.

Watch presentation on-demand: https://us02web.zoom.us/rec/share/5QyMf9Xr2KPWOTeG48gMh4KeDRyW0Z3FI1VUKsal6KW_Fi5OH7nBZPCBlbgX1SVb.tDzULCrL4eLlTxSU?startTime=1711023221000
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