Start by assessing where you are on the CX maturity curve
Stand-alone, part of Marketing, Product, or something else?
What are the key functional CX roles needed at each level of CX maturity?
Formalizing how CX interacts with other functional stakeholders

Core skill sets
Evaluating attitude and personality fit
What industries and roles to look at
Hiring & Transforming High-Performers Inside Your Company

What industries are most aggressively adopting a CX culture?
Why and what can we learn from this?
What functional departments are being most impacted by CX outputs?
How are these impacts being measured?

Defining Employee Experience
How to intentionally engage employees to cultivate empathy and customer centricity
How to hear and understand what motivates employees to care
Proven incentive structures to keep employees focused on customer experience

You can listen to, observe and understand customers across a growing array of digital and physical touchpoints.
As new AI-powered technologies open up new capabilities like hyper-accurate facial recognition, what channels and technologies will give us the most valuable customer insights?
How do we anticipate and mitigate the negative effects of AI that can understand people and their emotions at scale?

How and when should you integrate learnings from individual customer conversations with insights from high-volume analysis of complaints, questions, reviews or trouble tickets?
How does one inform the other?
What do you do when they are telling you different things?

Customer experiences can do double-duty, generating behavioural data you can use to improve the core customer experience.
We’ll go through real-world examples of customer journeys engineered to tell you how to optimize them over time.

The promise of AI-powered automation is faster speed to insight, but how fast is fast enough?
Stand-alone, part of Marketing, Product, or something else?
When you’re looking at speed, are you also factoring in time for system configuration and tuning?
Can we quantify the incremental ROI on a minutes-to-insight process vs. a days-or weeks-to-insight one?

How do your maps translate to execution?
Which software tools are offering useful innovations?
What overlooked tools should you be considering?

Everybody measures NPS; what other broad measures of CX success are companies using?
Which success metrics from Marketing and Sales translate to CX, and why? Does a conversion mean you have good CX?
What granular/niche metrics are companies using to measure CX?

Being happy with an experience will not necessarily create loyalty if the “must-have” elements are missing
How companies are providing feedback to staff to ensure they’re delivering the specific elements of the experience that advance business goals.
What behavioural data can point to missing core experience elements for digital experiences

Making sure stakeholders and staff understand what the numbers mean
How should metrics be interpreted, and how are metrics commonly misinterpreted?
How do you include the impact of individuals and functional groups on the metrics?

How companies are tying CX activities to outcomes in other functional departments
Designing experiences with impact metrics in mind
How Marketing, Product and Sales are taking the lead in better leveraging CX teams for better outcomes

Because CX is impacted by nearly every functional department, unintended consequences can happen.
How companies are thinking through and testing the potential impacts of decisions that may degrade instead of improving CX
Where companies are finding indications that a CX problem is being caused by something unexpected

How companies are prioritizing CX initiatives and investment by aligning them with core business goals
How some companies are benchmarking CX improvements against key sales and marketing KPIs

You can’t act on every CX idea; how do you choose wisely?
How to build a transparent decision framework for evaluating CX projects to ensure your focus stays where it needs to be
How to communicate this project qualification process to stakeholders across the enterprise

The potential (and limitations) for using CX insights to drive useful product innovation
How companies have formalized the pipeline of insights from customer journeys to innovations in products and services