Outperform Your Competition

81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.

(Source: Peppers & Rogers Group, Customer Experience Maturity Monitor, 2009

Your time is valuable. That’s why at CXps 2018 you will learn from, and share with, CX experts and your peers. Half of our sessions are led by firm leaders who are implementing CX strategies in their firms. These individuals understand the importance of their clients’ experience and are working to differentiate their firm while still keeping an eye on the bottom line. In addition to the Opening and Closing Keynote Speakers, the following outline gives you a sneak peek at what you will experience at CXps 2018.

CXps 2018 Session Topics

Marketing / Business Development
  • Aligning CX, EX, and Brand: Fulfilling Your Brand Promise through a Highly Engaged Client-centric Culture
  • Identifying Promoters (Passives and Detractors) using Linguistic Analysis
  • Client Empathy Mapping: Identifying Opportunities to Enhance Your Clients’ Experience
  • Proven Strategies to Successfully Launch a CX Initiative in Your Firm
  • How to build a strong CX initiative using your VoC program
  • Sound Like You Feel: How to Convey your Passion and Convince Others Your Message is Important
  • CX Mini Clinic: How to Help Your Firm get Started (or Expand) its CX Culture
Firm Leadership
  • CX Mastermind Round Table Discussion – Hear what the Client Savvy Mastermind Group is working on and get ideas on setting up a group of your own
  • The CX / EX Connection: How to Use Your CX Culture to Retain Key Staff
  • Using Client Sentiment (email, feedback) to Identify Firm Promoters (Passives & Detractors)
  • Client Empathy Mapping: Identifying Opportunities to Enhance Your Clients’ Experience
  • Proven Strategies to Successfully Launch a CX Initiative in Your Firm
  • How to find the right balance between your firm’s brand needs and the needs of your clients
Chief Experience Officers
  • Tools to Engage Your Team in Providing Red Carpet Client Experience
  • Activating Promoters to Increase Client Loyalty AND Referrals
  • Using Client Sentiment (email, feedback) to Understand What Your Clients are Really Saying
  • Client Empathy Mapping: Identifying Opportunities to Enhance Your Clients’ Experience
  • Proven Strategies to Successfully Launch a CX Initiative in Your Firm
  • Sound Like You Feel: Convey Your Passion and Convince Leaders that Your Message is Important
  • CX Mini Clinic: How to Help Your Firm Get Started (or Expand) its CX Culture