Building a Customer Experience Movement

A talk by Nate Brown
Chief Experience Officer, Officium Labs

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About this talk

Everyone is talking about Customer Experience (CX), but it can be awfully difficult to get started. Many attempts to turn CX into a short-term program or initiative. This way of thinking will generally lead to failure. CX is a moment…a long-term, gigantic, full-company culture change. When we approach CX with this mentality, the odds of success are exponentially higher. Customer Experience has the capacity to transform an organization from the inside out, and this session will help you to do it!

Learn how to connect the dots between the employee experience, the customer experience, and the operations of the business. It covers everything from change management, to CX best practices, to Voice of Customer, to developing a customer-centric culture. Come and join us if you are ready to be challenged and hungry to take your Customer Experience to the next level!”

Key Takeaways:

  • Learn how to establish a lasting "CX Change Coalition" to drive meaningful results across the organization
  • Discover the true overlap between employee experience, customer experience, brand experience and more
  • Be encouraged with new ideas and stories on how to accelerate CX momentum even in complex environments

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