Much is happening at the intersection of UX, CX & Insights but there's not always enough understanding, coordination, or communication amongst the departments, practitioners or leadership to ensure a customer-centered mindset is driving key business decisions and organizational growth.
What's the remedy?“X” marks the spot.
This forum brings UX, CX & Insights together with content and conversations to foster development of a unified voice of the customer.
Featuring experts rooted in each discipline, sessions will help you and your teams:
Appreciate the various processes, roles, skill sets, and stakeholders at play
Break down silos that isolate you from opportunity and success
Identify and rally organizational champions of your capabilities
Recognize and utilize commonalities between departments
Simplify messages that decision makers can embrace and carry forth
Harmonize the customers’ voice to influence action
Both days will culminate with facilitated and open forums where you can meet and talk directly with peers working across the CX / UX / Insights spectrum.
Through gaps in understanding and communication slip opportunity. The opportunity to truly be customer-centric and not only share but activate on essential insights across your organization.
Elevate your value and the value of your practice by joining with fellow CX, UX, and Insights professionals at X!
With almost 30 years in the customer experience profession, Annette Franz, CCXP is founder and CEO of CX Journey Inc. She started her career at J.D. Power and Associates and spent much of the next 25 years before founding CX Journey Inc. leading consulting services for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. She has also worked on client-side customer experience strategy for Mattel, Fidelity Investments, and Compellon.
Annette is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business). In this book, she outlines the importance of customer understanding through listening (feedback and data), characterizing (personas), and empathizing (journey maps) to developing a customer-centric culture. She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.
Paul is the Chief Strategy Officer of Icreon, a digital solutions agency and Acceleration Studio. He is also the author of Digital Transformation: The Infinite Loop – Building Experience Brands for the Journey Economy. Working on clients like Lincoln Motor Company, Novartis Healthcare, Colgate-Palmolive, LG & Xerox, Miser’s work has been recognized globally by Cannes Lions, the Clios, the Webby's, the One Club and the Effie Awards.
Miser joined Icreon after they acquired his growth strategy agency, Chinatown Bureau - where they focused finding growth opportunities at the intersection of strategy + technology. Chinatown Bureau helped Fortune 500 companies and late stage startups, build go-to-market strategies and consumer experiences to connect with consumers in new ways.
Prior to starting Chinatown Bureau, Miser spent his career in advertising firms - VMLY&R and Hudson Rouge where he built multi-million-dollar business units innovating, establishing, and operationalizing digital and technology for business growth. These businesses included an outsourced digital marketing agency, an innovation and emerging media lab, a brand content publishing organization, and a consumer experience and product development accelerator.
Miser lives in New York City with his wife and daughter. He received his MBA at Northwest Missouri State University in Maryville, Missouri.