NGCX 2020

March 23 - 25, 2020

Hyatt Regency Indian Wells, CA

Carolyn Keenan


CX Accelerator Director
Ford

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

Download The Latest Agenda

Day One: Using Customer Insights to Streamline Experiences

Tuesday, March 24th, 2020


11:10 AM Keynote: Your CX Team’s Role in Fostering Company Wide Innovation

Your department is your company's biggest customer advocate. Your customer wants to be able to seamlessly engage with you through a blend of human-manned and digital channels. While you often have a hand in the human manned channels, you maybe not be as involved in the digital products your customers used. But you should be helping your counterparts in other departments fight any resistance your organization might have towards innovating digitally. There are many challenges to overcome when thinking about internal transformation initiatives, but should resistance from within your institution be one of them? 

• How do you keep pace with quickly changing industry standards? 
• How are you keeping up with new opportunities and technological innovations? Do you know what’s truly here to stay and what might be more of a fad? What tech will actually revolutionize the industry? 
• Do you have an understanding of the regulatory environment you are in? Do you know the stakeholders that need to be swayed in order to invest in emerging technology? Do you understand their point of view and concerns?
• How can you identify ways to reduce risk while investing in new tech?