We hear a lot about broad CX theory (e.g., design thinking, human-centered design, persona development, lean startup, iterative testing, etc). But we’re still left wondering – how do we initially shape and continue to evolve a thoughtful, holistic CX strategy / bet portfolio that is sure to drive results? This session will dig into tangible ways to approach CX from an executive point-of-view, and practical frameworks to follow to facilitate the creation of an all-encompassing enterprise-level CX strategy that will position your company to win.

Questions to be addressed:

• How do you / does your organization define ‘customer experience’?
• What is the charter of your CX team / function / department? Success metrics?
• Why those success metrics? How do those translate into tangible business value? (if unclear)
• How would you describe your approach to improving the customer experience?
• What are some techniques or methodologies you employ / have employed to identify key CX opportunity areas? Successes / failures? Pros / cons?
• How are you specifically approaching CX with respect to digital channels and digital self-service?
• How are you leveraging AI today? How does / will AI play a role in building a compelling and differentiated customer experience going forward?
• How do you continue to garner / justify investment in your CX function, especially given the challenging current economic climate for many?