NGCX 2020

March 23 - 25, 2020

Hyatt Regency Indian Wells, CA

Angelina Autran, Global Customer Experience Change Manager II at Caterpillar Inc

Angelina Autran

Global Customer Experience Change Manager II
Caterpillar Inc

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

Download The Latest Agenda

Day One: Using Customer Insights to Streamline Experiences

Tuesday, March 24th, 2020

Day Two: Converting to a Customer First Culture & Working Across Silos

Tuesday, March 24th, 2020

11:45 AM Tonight Show Panel: The Strategy Behind a Successful, Customer Centric Organization

- What does your CX leadership team look like?
o How were they chosen? What/who are they in charge of? 
- What decision making power does your CX team have over the rest of the business? 
o What stakeholders or key business partners are also involved in CX decisions?
- Do you have a steering committee of leaders across the different customer facing functions? If not, how do those stakeholders tie in together? 
- What influence do you have on instilling the mission and relevance of CX over all departments (from frontline to marketing to HR to operations to IT, etc)?
o Do you have programs in place to keep CX momentum strong across the org?
- How do you decide on the actions your CX leadership should take/projects they should work on? 
o How do you prioritize the pain points that should be fixed or the new products/services to design? 
- What goals or metrics are in place for your CX organization? 
o How were those decided? 
o How often are those being revisited? 
- What amount of organizational change management have you needed in order to put this framework into place?