WEBCAST: The Effective CX Leader

January 30, 2018 - 1:00 pm Eastern

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CX Trends 2018

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.

The Latest and Greatest in CX Analytics

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.

Progress Toward 2020

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.

Change Management

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.

Engaging Executives

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.

CX Storytelling

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.

What's Wrong With Journey Mapping and How Do We Fix It?

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.

Learning From Employees

We can’t burden our customers with multiple surveys, so where can we turn for practical insights? One of the best sources is right in front of us – our own employees. Too many companies overlook the potential of harnessing valuable VOCE – Voice of the Customer Through the Employee, making it an underutilized resource for capturing insights. Customer-facing employees can provide a wealth of customer intelligence as they have firsthand knowledge, they’re easily accessible, and they have a vested interest in your company’s success.