Welcome to CXPA Finland webinar
Sirte Pihlaja, Head of Team, CXPA Finland & CEO, Shirute (CCXP)
Connecting the Dots to Experience Value or CX Speak to C-Suite Speak
Diane Magers (CCXP), Founder and CEO of Experience Catalysts, and Emeritus Chair & recent CEO of CXPA.
Translating customer engagement, VoC and Journey Maps into business results is a challenge for most organizations. The C-Suite and other stakeholders need to understand how Experience Management delivers clear business results in order to prioritize and continue to invest in an Experience Strategy.
Diane will discuss how you can target, design, measure and achieve benefits of ROX - Return on Experience (increased revenue per customer, call reduction, reduced customer and employee attrition, referral increases, and reduce cost to serve) from Experience improvements alongside your Experience metrics. She will also share how to build and communicate an Experience Value Story so the organization (and each key stakeholder) sees the value of delivering a great customer and employee experience.
From Production Economy to Customer-Centric Thinking
Jaana Rosendahl, a specialist in Human Centric Enterprise Design and Board Member of Boardman Ltd.
Jaana will talk about how to move from production economy to customer-centric thinking, and how to get the customer sustainably into the management's agenda.
Sirte Pihlaja, Diane Magers & Jaana Rosendahl
CXPA Finland Webinar: CX and ROI