Day One July 21, 2020 Setting Up for Success: Driving A CX Transformation Throughout Your Organization
Tuesday, July 21st, 2020
When might a straw house be better than a brick one? We each have our own wolves (aka challenges) and the way we build our CX organizations sets the stage for how we will address them and deliver experiences to our customers. While there are many options out there, how can you tell what might work best for your team? During this session, our panelists will delve into how each of their CX organizations are organized and which little pig they’d hire.
• CX Structure Across the financial continuum
• How other companies organized their CX teams (marketing, research, Advisors/consultants)
• Pros and cons of organizing in a certain way
We all know that you can’t talk about customer experience without mentioning USAA. During this real-time feedback session, CX superstar Chuck Rohrig will help you navigate the tricky waters of making choices in an experience. Chuck has 12 years of experience in the Financial Services industry, including previous Bank and Fraud efforts to develop Experience Strategy, facilitation of Strategic Business Transformation for the Property & Casualty Company, and deep Process Excellence work and team leadership. He currently leads a team of Experience Owners at USAA who own billing and money movement experiences. Chuck and his team are accountable to make sure member experiences are easy, considerate, compliant and continuously improving.
•How could worthy goals like personalizing experiences and delivering unique capabilities actually have a negative impact to your customers?
•Look at real life examples and see live results of how you would react
•Demonstrate how we as CX professionals are vulnerable to the same things at work
You are not just an audience member but an active participant in creating a better experience. Warning, this session involves fast-paced divergent and convergent thinking.