North Highland’s Kelly Slothower, Dove LeBaron and Rob Sherrell will present at the 2019 CXPA Insight Exchange on May 15 in Salt Lake City.
Kelly Slothower, Customer Experience (CX) expert and Associate Vice President, kicks off the day from 9:30 - 10 a.m. with a Show and Tell session titled “TSA Thinks Play-Doh is C-4.” In this session, Kelly will highlight the co-creation approach and her top 10 tips and tricks to creatively ideate solutions that solve customers’ needs.
Dove LeBaron, Senior Leader in CX, is leading a thought leader breakout session on Wednesday, May 15 from 4 - 4:30 p.m. titled “Experience Economics: Going Beyond ROI to Measure the Value of Experience.” This session will dive into Experience Economics, the practice of attributing value to customer experience in a way that allows leaders to make decisions about opportunity and focus. By striking the right balance between customer value and business value, leaders can be clearer about the value of customer experience, while also building the operational muscle for continuous improvement and greater responsiveness to customer needs.
Also, on May 15 from 4 - 4:30 p.m., Rob Sherrell, Global Head of Customer Experience, will participate as a panelist for a professional development breakout session titled “Effectively Engaging Executives.” This panel discussion will share strategies and advice for gaining executive support for a CX strategy, including ways to drive organizational accountability and tactics for creating senior leaders who model customer-centric behaviors throughout the entire organization.
For more information and to register for the conference, visit: www.cxpa.org/2019usinsightexchange/home.