On-Demand Webinar: Customer Experience Operating Model

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Learn how your organization can move towards a more customer-centric, metrics enabled, continuously improving Customer Experience Operating Model (“CXOM”) – your CXOM.

Many organizations recognize the need to become more customer-centric. But in today’s “Digital First But Not Digital Only Multichannel Customer” world, the shift towards customer centricity often requires different, and in some cases new ways to organize and operate the business.

Which is why a systematic focus on the customer – and linking that focus to measurable business results – is best enabled through a CXOM, to improve the way your business runs.

This webinar is focused on the key components of the comprehensive CXOM that CX leaders use to predictably model how a customer focus directly impacts business measures. In it, you’ll learn more about the 4 major components of the CXOM, and the formula for bringing this model to life:

  1. Business Value Realization: The financial, business and customer-related goals you aspire to achieve (the “why”).
  2. CX Vision: Who you serve, and how. The customers you serve, and the experiences you aspire to give them (the “who”).
  3. Business Operating Model: How you operate, to achieve your business and customer objectives (the “how”).
  4. CX Capabilities, Metrics and Measures: How we manage customer experience, and systematically measure business and customer results.

Operating in a more customer-centric manner is something every organization can do. But we recognize that it isn’t simple. 

Which is why this webinar is focused on practical guides on how to move forwards and meet this challenge – tactics and tips for real people working in a real world of limited resources and competing priorities.

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You'll hear from these leading training experts:

Michael_Square
Michael Hinshaw,
President and Founder of McorpCX

Michael is a best-selling author on digital transformation and customer experience, and has on over a dozen “Global CX Thought Leaders” lists. He's also a Teaching Fellow at UC Berkeley’s Lester Center for Entrepreneurship and Innovation at The Haas School of Business.

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Graham Clark,
VP, Market Development of McorpCX

Graham is a multichannel customer experience revolutionary and leader, with more than 20 years in the industry, focused on transformational solutions that deliver measurable outcomes.

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