March 15-16, 2019 – East Bay Group and SuiteCX are a proud sponsor and exhibitor at CXPA Insight Exchange 2019
Attend one of our 3 Sessions
Running an Agile Mapping Workshop
Wednesday, May 15, 2019 – 9:40-10:50AM – Table 18, Grand Ballroom B+C
Many people ask if Journey Mapping can be an effective way of supporting Innovation Sessions; Design Thinking; Find and Fix programs; Agile projects and Brainstorming. This session walks you through the steps to prepare for, execute and follow up in detail.
Getting to the WHY – Pulling VOC/VOE/CJM/NPS Together
Thursday, May 16, 2019 – 1:45-2:55pm – Table 18, Grand Ballroom B+C
Ever wonder why there is such a gap between all the hard work you do in getting your Voice of the Customer and Net Promoter Scores to yield a documented result? With a wealth of verbatim, Moments of Truth, customer feedback, a trove of CSAT data about how well your company satisfies them and in many cases a very positive NPS but alas, you have no true understanding of WHY this is all happening and the levers and triggers that created the data points. This Show and Tell addresses some ideas to solve for that WHY! (link to the asset here)
UNWOUND 2019
Thursday, May 16 – 9:30-10:15am and from 10:20am-11:05am
“Think Global, Act Local” – sounds easy but difficult to achieve. Executing a global CX program where differences in language, resources, cultures, governance, data protection legislation and end to end processes, make it almost impossible to achieve. So how can CX programs serve both the needs of a global HQ and the needs of individual markets?
If you want to meet that would be GREAT! Let us know – [email protected] or call me on site (510) 206-6496.
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