The case for CX and how to build the foundations of a CX Program

Join us for our free workshop for members that is designed to help you build an internal case for CX and provide tips on how to build the foundations of a CX program.

In the session, we will cover the following:

• The rationale of why this is important and how to kick start your journey
• What are the tactical steps to take and in what order?
• What you can expect to see in the business?
• Is NPS right, and if so, how can it be used?
• A framework of how to drive sustainable change.

The session will provide you with real practical skills delivered by an industry expert and is designed to educate, not sell. We aim to have time for questions at the end so it’s a great opportunity to hear, learn and engage with an industry expert with no agenda other than to help you.

Your facilitator:

Scott Downing, ACXPA National Advisory Board Member

Scott Downing is a Global Employee and Customer Experience strategist, and an advocate for Continuous Improvement.

Scott has experience across the SaaS, Telco and Financial Service sectors across multiple regions and countries and he uses Human Centric Design methods in his work.

Recently Scott helped a tech Unicorn kick off its CX Strategy and Transformation Program to ensure its success continued. Scott has also led multiple International Teams for large organisations like Telstra and Intuit. In these roles, Scott was renowned for focusing on Customer Support, Digital OMNI channel launches/optimisation as well as driving a focus for quality and people development to move the needle.

Scott is originally from the UK and has been in Australia for 15 years. He is the proud Winner of the Customer Service Executive of the Year in Australia and Internationally.

Price

The event is free for all ACXPA Members. Non-members $75. Don’t have a membership? Learn more >

Date/Time

The event will be held live on the 7th Feb between 13:00 and 14:00 AEDT.

Members Info

Members, to enable us to send you the link to the event please make sure you are logged in to your membership account and you will then be able to RSVP below. For members that cannot make it live, you will be able to watch it on catch-up as part of our resource library.