How Chief Customer Experience Officers Gain Active Executive Support

Air Date: Wednesday, October 28, 2009

Cost: $250

Couldn't Attend This Teleconference?

You can still listen to or watch the teleconference at a time that's convenient for you. We offer the hourlong archived teleconferences in MP3 format (audio only) or in WebEx format (audio with PowerPoint slides). Choose the format that is convenient for you.

Presented By:

Who should attend: Customer Experience professionals

Description:

Chief customer experience officers tell us they have one goal: Transform the organization's culture to focus on the customer. Major cultural change requires active support from every member of the company's senior leadership team. But getting top executives — even those who buy in to the importance of customer experience — to shift from passive support (talking) to active support (action) can be difficult. What works? We've asked seasoned customer experience leaders that question, and in this teleconference we will share what they said. We'll discuss the best way to leverage the energy of executives who are already on board as well as ideas for how to win over the skeptics.

Agenda:

• What forms of executive engagement are critical to customer experience success?
• Why don't executives act, despite verbal support for customer experience efforts?
• Which tactics have successful CCEOs used to shift executives from passive to active support?

Related Research:

The Customer Experience Journey

by Bruce D. Temkin, September 17, 2008

Technical requirements:

An Internet connection and a one-time download of the WebEx™ Player are required.