Day One July 21, 2020 Setting Up for Success: Driving A CX Transformation Throughout Your Organization
Tuesday, July 21st, 2020
During our industry-specific Think Tanks, attendees will have the opportunity to collaborate with their peers in small, closed-door setting, where they can freely discuss their biggest challenges, questions and concerns.
Day Two July 22, 2020 Channel of Choice – The Future of Customer Touchpoints
Wednesday, July 22nd, 2020
Often, the initiatives that build ‘brand equity’ and engage your customers are things that are a direct
correlated to the initiatives of your CX team- for example, when customers share positive experiences
they’ve had with your brand or start to engage with a customer community or loyalty program that
you’ve built or read and respond to a funny tweet from your brand. But usually, customer loyalty and
engagement are thought of as marketing responsibilities. If your CX team isn’t a function of your marketing team (under marketing leadership), how can you ensure that these two customer facing teams are working best together to build and sustain brand equity without stepping on each other’s toes?
• What can marketing learn from CX and vice versa?
• What is the terminology each uses in regards to the customer?
• Understanding the difference between customer life cycle and customer journey
• If marketing does own CX, how do you ensure that your CX team has it’s own validity outside of the
customer life cycle and over the entire customer journey