Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Alex de la Cruz

VP of Member Experience
First Tech Federal Credit Union

Day Two: Establishing A Governance Around CX

9:20 AM KEYNOTE The Gospel of CX: How First Tech Federal Credit Union Established a Top Notch CX Governance

Alignment around cx is the name of the game today. You can complete all of the adhoc cx projects you’d like, but without executive buy-in, an executive budget and a top down acceptance of customer centricity at your organization, you will never be able to move past basic cx strategies and achieve a holistic view of your customer’s journey. Join this session to hear more about how to convince your superiors that cx IS the future. We will be looking at:

• A few lessons learned from evangelizing the “outside-in” perspective
• Waging war on apathy, exposing your gaps and creating a movement
• When “good” simply isn’t enough and being your biggest critic
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