Gaining Leaders’ Buy-in for Critical 2018 CX Initiatives
Gaining Leaders’ Buy-in for Critical 2018 CX Initiatives
A CX Leadership Forum on Maximizing ROI Business Value
Forum Recap (2-Days, Dallas, Texas)
Customer Experience often suffers from underfunding and tepid executive support. Consequently, the remaining months of this year can make or break the 2018 success of an otherwise enthusiastic and dedicated CX team. For most enterprises, September-December is the annual street brawl known as “budget season”. Unfortunately, the most deserving players don’t always win. CX funding can be an uphill climb since Customer Experience is a relatively new discipline that’s often misunderstood, in contrast to “competitors for capital”, who push traditional, more understandable initiatives.
Often compounding Customer Experience challenges is a lack of knowledge and confidence of how to uncover, communicate and deliver business value in ways your money gatekeepers really care about.
Join us for a two day, high energy, hands-on CX Leadership Forum! We’ll help you learn the latest, most impactful CX business value articulations methods in the world. Led by four of the world’s leading authorities on CX and business value, and accompanied by leading CX thought leaders as special guests, this forum will:
- Explain why past methods for justifying CX investments are now dangerously obsolete
- Introduce you to techniques and tools that vividly reveal the true value of your CX proposals
- Enable you to practice discovering unique, value considerations inherent in your own brand’s culture and decision-making style
- Boost your ability to get the resource and initiatives funding you deserve
- Explain how, once funded, you can help assure that CX investments actually deliver value expected
- Provide you personal access to knowledgeable CX leaders and peers for sharing and learning.
CX business value articulation is an art AND a science. Connect to this Forum’s deep intensity of knowledge and experience, so well timed for 2018 planning and budgeting. Immediate registration is urged, since seating is very limited.
Course Schedule
What You’ll Learn
What You’ll Learn:
- Why business leaders often don’t “get” the value of CX initiatives and how to overcome this major challenge.
- How to conquer “value leaks” which prevent CX projects from realizing expected value.
- Successful “Value of CX” approaches used by other leading CX thought leaders and practitioners.
- The most important key metrics and improvement benchmarks that CX programs can deliver.
- How to create powerful, yet succinct value propositions and business cases to set your CX initiatives apart from those competing for your capital .
- How to sharpen your confidence and ability to access and influence business executives who can make or break CX success.
- How to use powerful, yet pragmatic CX tools that enhance value funding and value success.
- Pragmatic techniques for improving self-confidence when interacting with skeptical business unit leaders.
- How to strengthen, yet clarify your ROI analyses and discussions
Forum Structure
Two day, in-person, instructor-led public session, held in Dallas. Heavily interactive with emphasis on exercises, role-plays and discussion, as well as networking with classmates and invited CX thought leaders.
Forum Topics
- High payoff ways for successfully influencing business leaders important to CX success
- Diagnosing why your executives often “don’t get” CX importance and value
- Using the “CX Value Practices Audit” to identify your best focus
- Top 10 value appeals of CX
- Using the “CX Value Flow Map” to accelerate value buy-in and realization
- Personalizing CX value by clearly linking executive goals to CX payoffs
- How to uncover what your business executives really care about
- Role-play: Practicing new ways to uncover executive needs that others often miss
- Networking with value leaders at the forum
- Strengthening value conversations with distinctive value propositions and business cases
- Understanding your real competition for CX funding and program support
- Using executive insights to craft high appeal CX value propositions
- Creating succinct business cases that propel executive support
- Using the “Value Decision Framework” to clarify optimal CX choices
- Using the “Actionable Business Case” to powerfully articulate the value of CX opportunities
- Role-play: Becoming a compelling Value Storyteller
- Pragmatic next steps
- Identifying your most important next actions for CX success
- Setting up your continuous “CX value” learning program for reinforcing lessons learned from this Forum.
Upon Completing This Forum, Attendees:
- Will be able to conduct a CX Value Practices Audit to uncover areas for immediate focus.
- Can explain why CX is crucial to organizational success, in compelling strategic and financial terms.
- Will bring many new tools to their organization, for vividly articulating and assuring CX value success.
- Will enjoy expanded confidence for engaging and influencing enterprise executives and leaders in CX value conversations.
- Will benefit from expanded relationships and post-forum interactions with CX thought leaders and forum classmates.
- Will boost their reputation for articulating and delivering the value success of CX initiatives.
Forum Attendees Will Receive:
- Hard copy of key course materials
- 25-point CX Value Practices Audit to assess optimal areas of boosting the business value of CX initiatives
- Value Flow Map template
- Value Decision Framework model (in Excel)
- List of Top Ten CX Metrics
- Simulating interaction with forum leaders and attendees
- List of additional reference material.
- A complementary 45 minutes “Ask the Instructor” phone call, within 60 days of forum completion.
Register Now: Class sizes are limited!
About the Value Academy
• The Value Academy is a training platform
• Uniquely empowering business and IT professionals
• Designed for value practitioners, salespersons, product marketers, and their leaders
• Academy courses are delivered by top instructors in their field.
Option: New Skill Reinforcement,
90 Day Coaching of 20 hours (+ $3,000)
Who should take this course?
- CX leaders, Program Managers and Consultants who lead, or heavily influence CX strategy, project initiatives, resourcing, and/or evaluations.
- Business Sponsors who want to understand critical success factors and key actions and staffing needed to help assure CX investment success.
- Customer Success Managers who want to best prioritize their approaches to maximum value results.
- Process Improvement Leaders who seek to gain insights into how a stronger CX approach can boost the value of their work.
- Organizational Change Managers who want to strengthen buy-in to CX-focused programs.
- Solution Designers who desire the strongest possible CX-focus on their work.
Why take this course?
- Ensure you have the latest and greatest CX Value approaches, tools and techniques garnered from the best of the best CX practitioners
- Learn practical “tricks of the trade”
- Get new thinking for clarifying CX value
- Obtain skills and tools for better demonstrating the value of your team and initiatives
- Gain more confidence in successfully handling pushbacks and apathy within your organization
- Meet and network with other CX practitioners and thought leaders whom you respect
Course Instructors
Greg co-leads the Metrics and Business Value Working Group of the Customer Experience Professionals Association (CXPA), and is CEO of Tucker & Company
CEO of Customer Experience Professional Association (CXPA), CCXP (Certified Customer Experience Professional)
