CXFS 2018

July 10 - 12, 2018

Westin Copley Place, Boston MA


Rich Dorfman

VP of Customer Experience
Eastern Bank

10:10 AM Panel REMIX Part One Where in the World is Your CX Team? A Look at Centralized Vs. Decentralized CX

Despite the fact that CX should be something that is every department’s responsibility, if there is no central body that oversees communications between the different silo-ed departments that work on cx (like an enterprise wide CX team, or a CX council or advisory board), it will be hard to achieve a holistic view of the customer and streamline brand experience. Many institutions still don’t know who should be in charge and what department CX should sit under, which make undertaking any sort of cross departmental initiative an impossible task. During this session, our group of panelists will discuss:

  • How far along on the maturity curve their organization is in terms of CX
  • Is CX centralized or decentralized?
  • How the function of CX was created and perhaps changed in recent years 
  • If decentralized: 
-What department or line of business is CX housed in? 
-Are advocates or CX team leads across the organization? 
  • If Centralized: 
-Are there is strategic, operational and design functions within the enterprise level CX team? 

Check out the incredible speaker line-up to see who will be joining Rich.

Download The Latest Agenda