NGCX 2020

August 17 - 19, 2020

Hyatt Regency Indian Wells, CA

Chris Helzerman, Vice President, Performance Improvement at Kaiser Permanente

Chris Helzerman


Vice President, Performance Improvement
Kaiser Permanente

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

Download The Latest Agenda

Day One: Using Customer Insights to Streamline Experiences

Monday, August 17th, 2020


2:00 PM Case Study REMIX: Powering the Customer Experience Machine: Listening, Strategizing, Designing, Measuring

• CX should be a continuous improvement engine enterprise-wide 
• Your customer should be listened to, you should be able to take that data you receive and strategize what to improve, design that experience, roll it out and then measure it’s effectiveness
• Getting to this point requires organizational transparency, buy in and enthusiasm for CX as more than just a shiny object
• After you get to this point and can start showing results, there are lot more possibilities for your role and your department

2:50 PM PANEL REMIX Looking into the Crystal Ball: Examining CX Trends for 2025 and Beyond

How can brands prepare for future customer
experience improvement opportunities? How will the
technology evolve along with tomorrow’s consumer?
Get a holistic view of the future of the CX, as you hear
from senior executives across top brands across all
industries:
-What will your CX’s team’s role be as customer
experience continues to grow in importance across
all industries?
-How will technology like AI, VR, AR and Voice impact
the role of CX?
-What strategies are in your future roadmap for
improving CX?