NGCX 2020

March 23 - 25, 2020

Hyatt Regency Indian Wells, CA

Bradly J. Sax, Corporate Director, GuestPath® at Delaware North

Bradly J. Sax

Corporate Director, GuestPath®
Delaware North

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

Download The Latest Agenda

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?