CX Launchpad

#CX Launchpad is a brands-only boot camp that offers three days of immersive instruction in #CustomerExperience.

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Shout out to our amazing attendees for three days of #CX brilliance! We look forward to keeping up with your customer experience journeys. #CXLP2018

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Remember: #CX adoption is a marathon not a race. Be sure to take time and care when putting things to action. Celebrate your small wins along the way. #CXLP2018

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Day 3 is all about bringing your strategy to action with a roadmap and business case #CXLP2018

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Match your future state with your pain points to see if you're truly solving customer problems #CXLP2018

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Journey mapping in action #CXLP2018

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When mapping the #CustomerExperience, keep emotion in mind. #CXLP2018

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"Are you data rich but insights poor? Be sure to ask questions that lead to action." @DianeMagers #CXLP2018

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"Surveys are not about getting the feedback YOU want. It's about asking customers the right questions, the ones THEY want to answer." @sandydmathis #CXLP2018

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What are some ways you can get the #CX data you need without a survey? We have to find new ways to listen and watch. #Digital will drive much of that change. #CXLP2018

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What's driving organizations away from #NPS? Many organizations are asking what is NPS doing other than giving a benchmark. It's an outcome, not a driver. @DianeMagers #CXLP2018

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A clearly defined customer experience strategy can help translate #CX speak to #CSuite speak. #CXLP2018

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If the customer had a scorecard for your organization, what would be on it? #CXLP2018

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KPIs are not measures that determine the financial impact of your #CX effort. We have to connect loyalty to dollar value. #CXLP2018

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We're kicking off day two of #CXLP2018

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"Designing for meaningful experiences requires focus. If you try to delight everyone, you will delight no one." - @SandyDMathis

#CXLP2018

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Key Elements of CX Alignment

1. Buy-in across the org from busting down silos
2. CX governance councils
3. Customer design principles
4. Customer champion program

#CXLP2018

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"Customer experience is no different than any other department — we want tangible results like revenue, customer loyalty, and retention." - @DianeMagers #CXLP2018

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What is the dollar value of improving #CX and #loyalty? #CXLP2018

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What is your role in building and maintaining a solid program to better understand your customers? #CXLP2018

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Envisioning the future experience though emotional and functional customer needs with the Victory Circle #CXLP2018