CX Belongs to Everyone: Holistic Approach to CX throughout the Manufacturing Organization

This session deals with driving CX awareness across the entire organization so all aspects of the business (and employees) understand their role and responsibility in CX. Too often CX is regarded as a sales and customer service function. In reality, CX belongs to everyone. From supply chain to quoting, to manufacturing & shipping to claims management, CX cuts across the entire customer journey-and each function plays a role. Employees need to understand their role in driving CX and how important they are to customer success. Learn key steps, processes and lessons learned to ensure the entire organization is driving CX-not just sales!

By the end of this session, the audience will:

• Gain an understanding that people and culture lead CX

• Develop awareness that everyone owns CX

• Understand that every role in the organization has value in the customer journey

• Basic fundamentals of how CX is the value proposition

• Develop a playbook for CX programs in the B2B environment

Presentation

John Provencal
Manager of Transformation & Customer Experience,
Bluescope Coated Products North America