Day Two: Converting to a Customer First Culture & Working Across Silos
Tuesday, August 18th, 2020
9:40 AM PANEL: Overcoming Silos to Completely Operationalize Customer Centricity Across Your Business
While 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 and your mission might not be as effective. Join this session to hear about how to be operationalizing this concept within your institution. Panelists will discuss:
• What does your customer’s journey currently look like?
o Do you have different types of customers and thus different journeys you have to manage?
• What is the actual structure of your CX team?
o Is it centralized or decentralized?
o What department do you belong to? Or are you spread out across the org?
o How many people are on the team?
o What do you all actually do? Are you more motivational, or operational?
• What departments across the organization have a hand in the journeys your different customers take?
o Are there other areas of your business that have ownership of traditional CX functions? Such as customer service, journey mapping, employee engagement?
• Given the structure you have, and the stakeholders that work on CX across the business, how do you best work together to improve the customer’s journey?
o How can you show a connection between CX investments and ROI given the different goals each department that works on CX might have?