Total Customer Experience is a two-day, three-track, learning and networking summit focused on customer experience, engagement, journey mapping, listening and loyalty. At Total Customer Experience 2017, attendees are given an unrivaled opportunity to learn from some of the most innovative practitioners, thought leaders and methodologists working in customer experience today.
On Thursday, February 9 at 2pm, Paul Hagen, Head of Customer Experience & Innovation Strategy at West Monroe Partners, will present a talk titled "Intentionally Design Your Organization, Not Just New Experiences." Paul will discuss organizational design for customer experience that elevates firms past simply building foundational CX capabilities (e.g. VOC programs, journey maps, personas, CX metrics) and re-designing one-off experiences.