A CX strategy will not succeed without a supporting Voice-of-the-Customer strategy. The ability to use technology to collect, analyze and act upon diverse customer-feedback channels in a holistic way is critical but not enough. The objectives outlined in the CX strategy need to be within the VoC application and used to measure progress and cascade role-based tasks to employees across the entire organization. To succeed requires planning which types of customer feedback to collect, the skills needed to interpret the feedback and how to ensure action is taken.

Customer experience (CX) is among the top-5 priorities for executives including the CEO and CIO. But how can you contribute to CX and drive a customer-centric culture? In this workshop we’ll explore the options you have to influence and drive a customer-centric culture，discuss challenges， and help you develop a checklist of actions to engage your organization.

Most large organizations use over 50 different measures of customer experience and no two organizations use exactly the same metrics. Metrics matter because they are used to set targets, to determine compensation, to benchmark against the competition and to help determine future investments. This session will look at what gets measured, what gets reported to executives, how to build a business case to gain approval for an investment, and how leading organizations are improving their approach to measure the customer experience.