20 - 22 November, 2019 | RACV Goldfields Resort, Ballarat, VIC
Jill Baptist, Executive General Manager – Customer Futures, at IAG

Jill Baptist


Executive General Manager – Customer Futures,
IAG

Check out the incredible speaker line-up to see who will be joining Jill.

Download The Latest Agenda

Exchange Day One: Thursday, 21st November 2019

Saturday, November 21st, 2020


8:30 AM BUILDING AND EXECUTING YOUR CX STRATEGY IN AN ROI DRIVEN WORLD

Translating customer engagement, VoC and Journey Maps into business results is a challenge for most organisations. The C-Suite and other stakeholders need to understand how CX delivers clear business results in order to prioritise and invest in the CX Strategy. In this presentation you will learn how to:

Learn how to how to build and communicate a CX Value Story so your organisation, and each key stakeholder, understands the value of delivering a great customer and employee experience. In this presentation hear how to:

  • Define the best CX measures, metrics and business value for your organisation
  • “Connect-the-dots” from CX program, to metrics improvement, to business results
  • Embed structure for CX benefits into your internal processes and governance
  • Build your communication message to the C-Suite to secure funding for your CX program
  • Think differently about business results and ROI