September 30 - October 02, 2019
San Diego, CA
Steve Loyka, Director of Strategy at AARP

Steve Loyka

Director of Strategy

Check out the incredible speaker line-up to see who will be joining Steve.

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Main Conference Day Two l October 2, 2019

Wednesday, October 2nd, 2019

1:30 PM CASE STUDY It’s Not a Question of CX or EX, It’s (XM) Experience Management

Nearly a decade after Forrester coined the term “The Age of the Customer”, many organizations have begun to recognize the importance of focusing on the Employee Experience as a key enabler to business performance. Others, like Ritz-Carlton or Zappos, have been focused on a talent-first approach to achieving stronger organizational performance—and in turn are seeing CX scores soar. So where should your enterprise start? CX or EX? It’s actually neither, because company focus should be on Experience Management. Regardless of orientation, your enterprise needs to employ a design-led, systems approach to managing organization performance that embraces the importance of both the employee and customer experiences, and recognizes the virtuous interdependency between the two. In this session, participants will walk away with a greater understanding of:
· How CX and EX are related
· What Experience Management entails
· How to position XM investments to Leadership