Customer experience leaders will face a number of high-pressure situations in the course of their career. In this Keynote, we will provide practical advice to navigate those situations. We’ll also share some exciting emerging technologies and trends that will set up CX leaders to succeed in 2020 and beyond.

How do you improve customer journeys? This session will review frameworks to systematically audit your organization’s customer journeys and uncover improvement opportunities. It will explain how to diagnose your journeys for customer effort, unmet expectations, potential errors, pain points and others, and will share case studies of organizations which improved their customer journeys in these areas.

Organizations new to CX often tell us their No. 1 challenge is in developing an effective customer experience strategy. A strategy decides which choices are made to achieve an organizations goals. It states where the company will play, how it will win and what capabilities it will need to succeed. This workshop focuses on a series of exercises to help CX leaders to develop their CX strategy. Attendees should come prepared to participate in interactive team exercises. Session available to end users only, preregistration is required.