In this session we’ll discuss the best ways to forecast the impact of CX change and measure progress, and we’ll share tools that customer experience professionals can use to create and monitor forecasted impact.
This webcast explores what makes an effective CX leader. What skills do they possess? What do they do differently? Based on input we’ve gathered and our own experience, we’ve developed a checklist of the top traits.
Keeping up when customer expectations are constantly changing isn’t easy. Walker’s Customers 2020 research revealed that B-to-B companies are far behind in preparing for customers of the future.
Ever felt like there was nothing new and exciting happening in your data? Need new inspiration for your CX analytics plan? You won’t want to miss this session. We’ll explore Todd Rose’s “The End of Average” as context for a deeper conversation around CX analytics. As customers’ demands for personalized services increase, we need CX analytics that accommodate customer uniqueness rather than statistical averages.
In 2013, Walker released an eye-opening preview of B-to-B customer experience in the year 2020. Arming forward-thinking companies with thought-provoking insight to plan for the future, Customers 2020 focused on how B-to-B firms should begin positioning themselves to meet changing customer expectations.
CX professionals should regularly discuss creating change. Haven’t we all seen how even good action plans can be hard to fully execute? Many leaders are surprised by how their associates resist changes and the general inertia facing even the best improvement plans. But such behavior can be anticipated and treated with a few proven change management remedies.
Today's executives are constantly looking for ways to stand out from their competition. Now more than ever, they are turning to customer experience initiatives to make it happen. In fact, in a recent Walker study of more than 500 CEOs, they said that customer experience is the most effective method for creating a competitive advantage, almost two-to-one over talent, product, price and other criteria.
How customer focused is your company's culture?
CX leaders are frequently called on to share customer insights with groups, departments, and individuals within their company. However, too often these presentations fall flat. To truly engage an audience CX leaders need to tell compelling stories that inspire colleagues to take action. This webcast will take you through a process for improving your storytelling and your presentations.
Journey Mapping is a frequently used tool among customer experience professionals. It can be a great way to identify moments of truth, isolate pain points and generate customer empathy among employees by providing them perspective into what customers are experiencing today. But most companies don’t use journey mapping to its fullest potential. The process may be too internally focused or the end goal may simply be the production of the map, which quickly becomes an artifact.