Rochester, NY CXPA Network

CXPA Rochester Network October Event: Building Bridges, Breaking Silos: CX Governance in Complex Organizations w/ Eric Karofsky

Date: Wednesday, October 30th (12:00PM - 1:00PM EST)

Event Description:

Effective Customer Experience (CX) demands cross-departmental synergy, deep customer journey insights, and robust metrics. Complex organizations face unique CX challenges, requiring a comprehensive governance plan. Through a case study of a large government agency, this presentation explores how to create a governance plan along with the supporting metrics in a massively complex organization.

Key takeaways:

• How to develop a governance plan in complex organizations
• How to align goals and metrics to the governance plan
• Top-down and bottom-up tactics for all organizational tiers to drive change

About the speaker:
Eric Karofsky is an award winning, industry veteran who leads VectorHX, a human experience agency. VectorHX partners with companies to build customer experiences that build loyalty, and design user experiences that delight. Eric has led projects for over 20 years with large brands and agencies for companies like Fidelity, The Hartford, Royal Caribbean, Michelin, Reebok, and the National Institutes of Health. 

Watch presentation on-demand: https://us02web.zoom.us/rec/share/otXm_CfHaLgFhnC2zxJGL50z1q20MBKIF_2gDzq6P1KUGhz70kiFgKnOxdj09Mr9.0zkKOevsONj_mtPt?startTime=1730302888000

Video Passcode: rNWQ7%6S

If you have questions about this event, please contact me.

Jason Hammel
Rochester, NY Network Lead
Customer Experience Professional Association (CXPA)
Email: Jason.Hammel@excellus.com
LinkedIn: https://www.linkedin.com/in/jasonhammel/
Local Network Website: www.CXPA.org/RochesterNetwork
National Website: www.cxpa.org
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Learn more about CXPA membership: https://www.cxpa.org/join/individual-membership