Come explore the CX Frontiers
CX Frontiers is an invitation-only discussion series moderated by CX thought leaders Megan Burns and Gary David and sponsored by Mike Condon and Jennifer Santangelo at Insperity.
In each session, a group of 10-15 attendees discuss one of the more complex, trickier topics and ideas in customer experience (CX), employee experience (EX), or experience design. Gary and Megan are your guides on the journey as we explore new ideas together.
This month’s journey will explore:
What role should human resources play in customer experience, employee experience, and organizational change?
For most companies, transforming CX requires transforming corporate culture, typically the domain of the HR organization. And if employees aren't having a good experience at work, asking them to deliver great CX is futile. So in this session we'll explore:
- What role does HR currently play in CX, EX, and culture, given its remit around recruiting, benefits, training, and creating employee engagement
- What role should human resources play in customer experience and experience design efforts?
- If you had to choose, who should come first - employees or customers?
If you want to be part of this discussion, please RSVP using the form below.
Note that this is an active discussion group with limited space. We will send an email asking everyone to confirm their RSVP a few days before the session. Unless there is a true emergency, we expect those who RSVP yes to honor their commitment and attend. No-shows may be restricted from future CX Frontiers events.
Thursday, August 30th, 6 - 8 p.m.
77 Fourth Avenue (downstairs conference room)
Waltham, MA 02451
Stay tuned for future sessions on a range of similar topics like:
- What's wrong with mundane customer experiences?
- Do executives deserve empathy, too?
- Can technology really solve CX problems?
- What's the danger in using "customer experience" as a verb?
- The Simplicity Myth: do simple solutions create predictable problems?
- What if data analytics don't actually tell us much about CX?
- What's the downside of tying rewards and compensation to CX scores?
- Should we be designing customer experiences or memories?