The myths of CX success: stories from the field

In this roundtable, David De Prado – Global Design Manager at Ikea -, Chiara Parodi – Service Design Manager at John Lewis – and Jessica Poore – Head of Consumer Marketing and Customer Experience – will engage in a conversation to share highlights, ups and downs and pivotal moments of what it takes for an organisation to invest in customer experience and transform – for the better.

The session will be hosted by Marzia Aricò and Cristina Tamburello, authors of the whitepaper ‘Customer centric transformation is a journey, not a destination’.

The hosts will guide David, Chiara and Jessica to unpack their personal stories with a focus on a few key themes:

• Vision and mission: providing clarity on ambitions and fuel to drive commitment and investment decisions
• Sponsorship: moving from theoretical championing to action and investment in CX
• Governance: ensuring accountability and consistency in the process across initiatives, and resolve for the grey areas between functional silos
• Decision making: ensuring CX initiatives are prioritised vis a vis stronger more traditional players
•  Value articulation: connecting investment in CX to the overall financial performance of the organisation

Join us

• Date: Tuesday June 13th 2023
• Time: 12:00-1:00PM BST (London), 13:00-14:00 CEST (Amsterdam) 
• Location: online via Zoom  

Can’t make the webinar? But you’d like to receive the recording. Make sure to register so we can send you the video recording.