The fast-paced nature of today’s marketplace means that evolving customer expectations and business strategies are crucial for success. However, securing ongoing investment for your CX initiatives requires more than just enthusiasm, it demands a strategic approach that clearly demonstrates value and aligns with overarching business goals.
Resetting your vision and strategy and re-engaging the organization can result in a renewed customer focus and growth.
Join Charlie West, XI Advisor at InMoment, for this engaging session and discover best practices to revitalize customer experience (CX) programs that may have lost momentum or struggled to secure investment.
What You’ll Learn:
- Key Insights for Programme Maturity: Unlock what makes a CX program thrive and evolve.
- Building Alignment Across Your Organisation: Learn how to craft a compelling vision, set crystal-clear objectives, and build a roadmap everyone can get behind.
- Elements of CX Success: Benchmark your program against proven best practices to uncover opportunities for improvement.
- Proven Techniques for Sustained Buy-In: Explore actionable techniques to maintain organizational support and turn customer focus into measurable business results.
Why Attend?
CX programs must constantly adapt to stay relevant. This webinar will show you how to:
- Define Clear Programme Goals: Align your objectives with your organizational strategy and key stakeholder needs using the SMART criteria—Specific, Measurable, Achievable, Relevant, and Time-bound.
- Identify Key Challenges: Pinpoint barriers to CX program growth and prioritize solutions that drive real impact.
- Measure Success: Learn the key metrics for assessing CX performance and linking improved customer experience to better business outcomes and ROI.
Our Speaker
Charlie West is an XI Advisor at InMoment. In her role Charlie advises our clients on how to build excellence in their CX programs, how to engage with their internal teams, and how to build value for their businesses and their customers.
In her varied role, Charlie covers a range of responsibilities, including CX best practices and the development of insights to enable customers to bring the voice of the customer to their businesses, advocating customer needs and providing meaningful insights.
Prior to joining InMoment, Charlie led the Global Customer Experience Programme at Dyson for five years. During her time, she expanded the CX program across 30 countries, establishing customer listening channels and reporting platforms to deliver actionable insights to the organization.