October 10 - 11, 2018 | Crowne Plaza Los Angeles-Commerce Casino, CA
Speaker Information:

Maria Marino


VP, Customer Experience
Windstream


2:45 PM PREVENTING YOUR CX TRANSFORMATION INITIATIVES FROM FAILURE

Discover the most common reasons why CX transformation initiatives fail and safeguard your strategy before it’s too late by exploring the key success factors below:
 
  • Establishing the right strategy: Be True to Who You Are (Alignment with Corporate Objectives)
  • Creating strong CX governance: Scorecards - Putting Numbers on the Board (the importance of Quick Wins)
  • Operationalizing success: It Takes a Village
  • Emphasizing the importance of communication: If You Don’t Tell them, they Won’t Know

3:45 PM PANEL DISCUSSION: WE ALL ‘OWN’ CX…BUT WHO OWNS IT MORE?

No business will tell you the customer is not important, nor will any business leader tell you that some employees don’t care for the customer – it would be a PR nightmare! Nevertheless, the simple truth is that some embrace the customer more than others. In this frank and open panel discussion you’ll have the opportunity to hear from a number of businesses talk transparently about their experiences of what works and what doesn’t. They’ll compare and contrast beliefs on where the responsibility for CX lies, how to identify and create CX champions and ultimately if we all ‘own’ CX, who should ensure it is being kept front-of-mind?


Check out the incredible speaker line-up to see who will be joining Maria.

Download The Latest Agenda