NGCX 2019

March 25 - 27, 2019

Hyatt Regency Indian Wells, CA

Geriel Thornburg May

Worldwide Head of B2B and B2C Customer Experience

9:35 AM Keynote: It’s Not One Size Fits All: Do Your CX Initiatives Fit With Your Company’s Goals?

There is no “school solution” for great CX organizations.  No “plug and play.”  No “out of the box.”  No “one click.”  Customer experience programs are highly contextualized within industries and company cultures.  Successful CX leaders take the cues of their organizations’ strengths to prioritize which CX focus area is most critical and which must come first.  Whether it’s measurement, employee experience, brand value, customer insight, or something more foundational, like refining operational capabilities, effective CX organizations will be custom-built.  In this session we will discuss how to:
•       maximize the burgeoning customer-centricity alive in your organization
•       foster the growth of next-level capabilities that equate to value for your customers  
•       take calculated, early risks on behalf of your customers while you hone your capabilities for quick, actionable insight  
•       plan and earn approval for the budget you will need to win for your organization and for your customers.  

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

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