Many organizations are undertaking customer-focused transformations – from customer experience (CX) strategies to contact center transformations to CRM initiatives. Best practices include customer journey mapping and benchmarking against best in class organizations. However, one of the most overlooked success factors is employee engagement. Many CX initiatives struggle or fail due to misaligned expectations, lack of organizational readiness or cultural issues.
Join us for an interactive discussion on the synergies of customer experience and employee engagement – and how this partnership creates exciting results. Mazen Ghalayini, a CX expert, will present with ACMP members and change management experts Mike Hughes and Mark Snyder to provide practical learnings and action items for OCM practitioners. We will also provide metrics you can use to both justify the investment in and importance of employee engagement, as well as demonstrate meaningful results.
University of Chicago Gleacher Center
450 N. Cityfront Plaza Dr.
Chicago, IL 60611