About CX Centric Conversations
CX Centric Conversations are interactive international discussions centered on business growth through Customer Experience and Customer Centricity. We are a global community. To keep updated about future events and projects please click here.
What did the event entail?
CX-Centric together with Officium Labs held a very successful session on the Return on Investment of Customer Experience. Over the last year (2020) there has been a lot of advancements in this area, and Officium Labs have been at the forefront. Hence we thought it only right to dive deeper and get a refresh on this topic again this year (2021).
During this session, we had the wonderful Nate Brown who was offered a keynote. His presentation was so incisive and it included case studies that focused on the framework that they have used at Officium Labs to manage, present, and track ROI on their projects, which made it easier for the attendees to have a more detailed and better understanding of what the ROI of Customer Experience really entails.
Some of the key discussion questions for this event included the following:
What is the ROI of Customer Experience Management?
What is the ROI of a Customer-Centric Culture Transformation?
What is the ROI of Voice of Customer?
What is the ROI of a Customer Journey Mapping Programme?
“One of the key things l learnt during this eye-opening session was the realisation that CX fits in both worlds of being an art or science.”
— BONGANI MAHLASELA
Global Spread of Participants
A graph showing the global spread of participants across the globe
The following were the key takeaways from a majority of our attendees which included:
Understanding what Customer Experience really entails thus it both has the scientific and artistic side
How to use the ROI transformation approach to deliver ROI
How to use feedback from customers to actually make improvements in your company’s services and/or products
How to create ambassadors from both customers and employees
Use of journey maps thus they can be applied effectively to multiple areas of the businesses
A thank you to Officium Labs, our Co-Host.
We are really thankful to have Officium Labs as the official sponsor for this event. Officium Labs is a global collection of industry leaders and experts that are building the future of customer experience (CX). They provide the best-in-class people, products, and practices for their customers, transforming customer service from a cost center to a growth opportunity. Officium’s Connect platform connects on-demand CX workers with companies in need of CX staff. Its Transform experts provide consulting and coaching to service leaders of all types.
For all of the online events we have hosted as CX-Centric, the feedback we have received from customers has been overwhelmingly positive. However, with the negative response which we have received (i.e. The online event being too short in terms of time for attendees to engage more with the keynote speaker), we have managed to plan our events with the interest of our attendees in mind hence showing how customer-oriented we are as an organization. Here is some of the feedback we got from the polls we carried out during the event:
