Overview

Join us for an insightful discussion as we delve into the intricacies of crafting and executing a winning Customer Experience (CX) strategy. With a focus on the financial services and retail sectors, our panel of seasoned experts will unravel the complexities of CX transformation, offering actionable insights and proven strategies for success.  

This session will explore the:

5 crucial steps and key considerations essential to delivering a transformative CX strategy: 

               

1. Vision:  

Establishing a clear vision, setting the stage for CX excellence to unfold.         

Key considerations: What makes a good vision, why vision is important, how to get people to buy in to vision.                                                         

2. Strategy:  

Craft a strategic roadmap that aligns with your vision, guiding your organisation towards CX success.                     

Key considerations: Prioritising investments, optimising ROI and securing buy-in from stakeholders.

Staying focused, setting realistic timelines, identifying potential roadblocks and leveraging agile methodologies for adaptability.

3. Technology Implementation:

Harnessing the power of technology to enhance customer interactions and streamline processes. 

Key considerations: Selecting the right technology stack, integrating systems for a unified experience and ensuring scalability and flexibility. 

4. Testing and Launch:

Ensure a smooth transition by rigorously testing systems and processes before the official launch, setting the stage for a seamless customer experience. 

Key considerations: What to test, who to test with, how to communicate. 

5. Change Management:

Nurturing organisational readiness and driving employee engagement to facilitate CX transformation. 

Key considerations: Communicating effectively, providing training and support and fostering a culture of continuous improvement. 

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Who should join?

Whether you're a Chief Digital Officer, Head of CX or Chief AI Officer, this webinar promises invaluable insights to navigate the evolving landscape of CX transformation and emerge victorious in today's competitive market. Don't miss out on this opportunity to equip yourself with the tools and strategies needed to deliver exceptional customer experiences and drive sustainable business growth. 

Featured Speakers

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JAMIE EASTON-WISE

CEO, Creative Global Strategy Group

Jamie stands as a paragon of innovative leadership and strategic vision in the realm of customer engagement, communications and global contact centres to name but a few. With a career spanning over three decades, Jamie has been a driving force behind transformative changes in the industry. 

Before running Creative Global Strategy Group, Jamie dedicated 28 years to American Express, where he served as Vice President. This extensive tenure at American Express was marked by significant contributions to the company's transformation and evolution in contact, honing skills and insights that would later define Jamie's approach to business and leadership.

At Creative Global Strategy Group, Jamie has been instrumental in offering expert knowledge and solutions in areas such as Contact Centre, Transformation, Cloud, Re-Engineering, Change Management, Networking, Migration to Cloud, Journey Design and Orchestration, OmniChannel and Conversational AI consulting.

Jamie's expertise extends beyond contact centre technology to encompass Chat and Digital Transformation, reshaping some of the largest Blue Chip Finance Houses. This blend of technological acumen and business savvy has been pivotal in driving the company's success and seeing him being awarded the title of "Customer Acquisition CEO of the Year 2023 - London " by CEO Monthly Magazine.

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MICHAEL LA ROOY

Creative Global Strategy Group

Michael is a Senior Strategy & Program Delivery leader, with global experience driving change in financial services and customer service domains to improve user experience, achieve business agility and reduce cost.

He is trusted by C-level to drive holistic outcomes through an end-to end understanding of digital customer service and back-end capabilities. Michael is skilled in linking technical imperatives to business outcomes to create clear business rationale and prioritisation.

Having spent the last 12 years leading customer service capabilities transformation at American Express, Michael was instrumental in the development of global, omnichannel and industry leading capabilities.

He's renowned for:

- Being a thought leader who asks the right questions and creates actionable strategies.

-Leading large complex programs to successful outcomes.

-Developing and scaling diverse self-sustaining technical teams (up tp 500).

- Being an experienced hands-on negotiator in contracts and vendor management. 

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RODNEY HASSARD

VP of Product & Partner Engagement , Syndeo (Host)

Rodney brings over 18 years' experience in the CX field, showcasing a proven background in product growth and leadership. He has been instrumental in the development and success of Syndeo's Conversational Experience solutions and services. Prior to Syndeo, Rodney spent eight years at Genesys Engage and Multicloud, leading the Self-Service, AI and Automation product line. He played a key role in introducing the first AI use cases to the contact centre market with Voicebots, Chatbots and Agent Assist solutions. Rodney's career also includes significant contributions at SpeechStorm, where he helped expand the product into mainland Europe and the United States before its acquisition by Genesys in 2015.