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CXFS Today

Customer Experience Innovation: Design, Data, and Delivery

Overview

This Executive Roundtable aims to address core challenges faced by CX leaders, providing strategies for data integration, ROI demonstration, culture shifts, technology adoption, and ethical data use.  In the face of a turbulent economic landscape and evolving regional dynamics, this focus ensures actionable outcomes that enhance customer experience, ultimately driving business success and resilience.

The roundtable offers a platform to align CX strategies with broader organizational goals, foster a holistic understanding of how technology, data, culture, and ethics shape customer experiences.

Boardroom Spotlight

Data silos and disconnected systems impede organizations' ability to gain a holistic view of customer journeys, hindering the creation of effective personalized experiences.

Demonstrating the ROI of CX initiatives remains a challenge, as executives often require hard data to justify investment despite intuitively understanding the importance of customer experience.

Creating a truly customer-centric culture requires a company-wide shift in mindset and behavior, extending beyond a single department and impacting every employee's role in delivering exceptional customer experiences.

Staying ahead of rapidly evolving technologies that reshape the CX landscape is a constant challenge, requiring leaders to balance innovation, seamless integration, and evolving customer expectations.

Balancing personalization with privacy requires leveraging customer data responsibly to deliver tailored experiences while prioritizing data security and transparency, a key element in fostering customer trust.

The Executive Boardroom will

Deliver a data integration roadmap empowering organizations to evaluate their data landscape, pinpoint silos, and strategize integration for cross-departmental collaboration.

Collaborate on a CX metrics toolkit that moves beyond satisfaction scores, focusing on metrics tied to revenue, cost savings, and brand advocacy, aiding CXOs in showcasing ROI to stakeholders.

Facilitate the exchange of best practices for building customer-centricity, including real-world case studies, employee training templates, and strategies for aligning incentives across the organization to reward customer-focused behavior.

Produce a curated watchlist of emerging technologies with high CX impact, providing CXOs with details on potential benefits, use cases, and implementation considerations.

Establish guiding principles for ethical customer data handling, emphasizing transparency, consent management, and strategies to foster customer trust.

Who Should Attend

C-Suite Executives:

Chief Experience Officer (CXO)

Chief Customer Officer (CCO)

Chief Marketing Officer (CMO)

Chief Technology Officer (CTO)

Chief Information Officer (CIO)

C-Suite Executives:

Vice President of Customer Experience

Vice President of Customer Success

Director of Customer Insights

Director of Customer Service/Support

Director of Product (especially for customer-facing products)

Who Should Attend

C-Suite Executives:

Chief Experience Officer (CXO)

Chief Customer Officer (CCO)

Chief Marketing Officer (CMO)

Chief Technology Officer (CTO)

Chief Information Officer (CIO)

VP and Director Level:

Vice President of Customer Experience

Vice President of Customer Success

Director of Customer Insights

Director of Customer Service/Support

Director of Product (especially for customer-facing products)

Who Should Attend

Chief Experience Officer (CXO)

Chief Customer Officer (CCO)

Chief Marketing Officer (CMO)

Chief Technology Officer (CTO)

Chief Information Officer (CIO)

Vice President of Customer Experience

Vice President of Customer Success

Director of Customer Insights

Director of Customer Service/Support

Director of Product (especially for customer-facing products)

Who Should Attend

C-Suite Executives:

Chief Experience Officer (CXO)

Chief Customer Officer (CCO)

Chief Marketing Officer (CMO)

Chief Technology Officer (CTO)

Chief Information Officer (CIO)

VP and Director Level:

Vice President of Customer Experience

Vice President of Customer Success

Director of Customer Insights

Director of Customer Service/Support

Director of Product (especially for customer-facing products)