Track A Workshops: Customer Experience 101- Exploring First Steps
Workshop D: Where Should Customer Experience Sit At Your Organization?
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. During this session, attendees 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 CX is 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?
• In an ideal world, where do you think CX should sit, given the unique nature of the role?
If you are interested in leading this highly visible workshop, please contact Harvey Golub at email@example.com
Track B Workshops: Strategies for CX Quick Wins in the Short Term
Workshop E: Creating A Customer Journey Map In 40 Minutes At No Cost
Director of Customer Success,
How do you create a legendary customer experience? You take away the irritants PLUS innovate and surprise your customers with an experience that is better than expected.. There's no better way to uncover these tactics than by completing a Customer Journey Map. Often this can seem like an onerous and expensive task. It doesn't have to be. In this fast paced workshop you'll learn how to simply and efficiently run your own Customer Journey mapping session that will help you drive innovative solutions and also drive the waste out of your process. Filled with real case examples and hands-on exercise, participants will:
•Understand the types of journey maps you can do and when to do what kind
•The "tools" and "who" you need
•Conduct a mini Journey Mapping Session
•Leave as a Journey Mapping Expert (hopefully!)
Joan Pepper stands at the forefront of today’s business: Customer Experience. She considers herself a “CX Architect” who takes a structure in need of improvement and remodels it into an enduring edifice with a customer-centric framework, a bedrock of strong analytics, pillars of customer experience competencies and a cornerstone of engaged and emp
Track C Workshop: Strategies for Long Term CX Governance
Workshop C [continued]: Experience-athons: A Hands-On Approach to Bridging the Gap between Customer Experience and Employee Experience
Director, Customer & Employee Experience,
In this interactive session, Barbie will share the experience-athon framework used at Adobe and take all of us through an experience-athon “mission.” Experience-athons are interactive sessions where employees around the globe engage in using Adobe apps and services to complete a “mission,” provide feedback about their experience, and become better brand ambassadors. Once employees have had a chance to use their company’s products and services, they have a better understanding of the customers’ journey and what it is like to walk in their shoes. When they provide feedback about their experience to product teams, they feel empowered to make a difference for customers. Join Barbie’s workshop to learn more about the experience-athon practice, participate in an experience-athon yourself, and consider ways you might apply a similar approach within your own company.
Barbie Fink works with teams and leaders across Adobe to champion customer experience innovation and advocacy on a cross-functional basis. In her current role within Adobe’s Customer & Employee Experience Organization and previously in the Digital Media business unit, Barbie is an agent for change, focused on creating and delivering innovative expe