CX Operating System: Scaling the Adoption of a CX Program

Change the narrative of justifying the need for CX, into demonstrating value for customers, employees and shareholders through the use of broadly known and popular business practices.

Key takeaways:

  • Understanding of business practices that can be leveraged in support of CX: TQM, Lean Six-Sigma, Agile Project Management

  • How to design a CX Operating System

  • Supporting adoption with Structured Change Management

Presentation

Simone Silva
Founder & Principal Consultant,
Experience Tales Consulting