Wednesday, June 8, 2022 | 2:00 p.m. ET

Running the CX Marathon: Building Out a Multi-Year Customer Experience Program

Join Aite-Novarica Group Director, CX Practice Paul Legutko in this session where we will explore some of the components, initiatives, and capabilities needed to stand up a comprehensive, enterprise-level customer experience program.

CX is not the implementation of a one-off capability; rather, it is a multi-year strategic initiative comprising research and analysis, strategy development, CX design, and organizational proliferation. In each of these iterative stages, there are multiple capabilities and initiatives that build on and mutually support each other.

This session will provide real-world examples involving agents, policyholders, claimants, and employees to bring to life some of these capabilities and initiatives.


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