From Hype to Habit: Weaving Customer Experience into the Fabric of Your Business

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You can have the best CX strategy in the world, but if you can't get your organization to execute it you may as well have nothing. Unfortunately, that's the biggest challenge most CX leaders face: galvanizing people outside their team to take action on - and ultimately ownership of - CX work.

This talk explores the functional and psychological roadblocks that keep others from embracing CX even when they think it's important and offers practical guidance on how to break through those barriers so the whole company takes an active role in pursuing CX goals.

The audience will come away from this talk with :

A deeper understanding of the issues that hinder CX action and how to overcome them
A framework for shifting people from purely verbal CX support to ownership and action
Guidance on how to use small, strategic steps to spark a snowball of forward momentum

January 19th, 2023 at 11:00 am PT, 2:00 pm ET, 7:00 pm BST

Brought to you by:

Megan Burns, Founder and Principal of Experience Enterprises

Megan Burns is a customer experience strategist, author, and keynote speaker who helps companies deliver world class experience so they can grow faster and generate more value.

Her specialty is activating organizations around CX. She helps leaders design and implement what she calls an “activation strategy” - a personalized plan for how to get executives and employees to understand, support, and actively participate in the work required to reach CX goals.

A former Vice President at Forrester Research, Megan has advised more than half of the Fortune 100, including FedEx, Verizon, Akamai, and Workday, on CX transformation over her 20+ year career. As architect of both the Customer Experience Index and the Outside In Maturity Model, she’s considered one of the world's foremost experts on leading experience transformation at scale.

Megan’s insights have been featured in dozens of business publications like Inc. Magazine, B2B, AdAge, and CNBC. She is a popular speaker at events such as the Wall Street Journal's Experience Management Forum, the Chief Experience Officer Summit, and the CXPA Insight Exchange. As a pioneer in the experience management (XM) field, Megan is regularly invited to judge industry awards like the CXPA Innovation Awards and World Customer Centricity Awards.

Using her hard-earned wisdom, empathy, and passion for the science of human behavior, Megan helps leaders take small, strategic steps to spark a snowball of activity that will build momentum across their organizations and ultimately delivers concrete business results.

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