Lighting The CX Fire
Description:
Everyone is talking about Customer Experience (CX), but it can be awfully difficult to get started. Many attempt to turn CX into a short-term program or initiative. This way of thinking will generally lead to failure. CX is a moment…a long-term, gigantic, full-company culture change. When we approach CX with this mentality, the odds of success are exponentially higher. Customer Experience has the capacity to transform an organization from the inside out, and this session will help you to do it!
Learn how to connect the dots between the employee experience, the customer experience, and the operations of the business. It covers everything from change management, to CX best practices, to Voice of Customer, to developing a customer-centric culture. Come and join us if you are ready to be challenged and hungry to take your Customer Experience to the next level!”
Key Takeaways:
- Learn how to establish a lasting "CX Change Coalition" to drive meaningful results across the organization
- Discover the true overlap between employee experience, customer experience, brand experience and more
- Be encouraged with new ideas and stories on how to accelerate CX momentum even in complex environments
About The Speaker:
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by TruRating, Qminder, ProcedureFlow, LiveHelpNow, ICMI, Exceeders, Netomi, Survey Sensum, and LitmusWorld. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Chief Experience Officer for Officium Labsand can be found at a variety of conferences speaking and training on the CX topics he loves.
