Linking CX initiatives to business results
Free CX Network Online Event | October 18, 2022
Keith Wilson
Director of Growth and Channel Strategy CSG
Keith Wilson is currently the director of growth and channel strategy as CSG. Keith predominantly spent time in his career advising and consulting clients on sales, marketing, and customer care effectiveness. Getting his start with CEB/Gartner, Keith advised clients using 30+ years of best practice research. After his time at CEB, Keith spent time at Deloitte Digital, where he was a major contributor to the strategy and execution of an omnichannel service and written channel (text, chatbot, social media) digital transformation program for one of the largest insurers in the world. His fascination for CX didn’t stop there as Keith has played a pivotal role in the integration of Kitewheel to CSG and continues to inform GTM and Product strategy.
Keith earned his MBA from the Darden School of Business at the University of Virginia, where he specialized in Strategy, Marketing, and Entrepreneurship. Keith currently resides in Denver, Colorado, with his wife Clair, enjoying the great outdoors, especially skiing.
18th October 2022 (All times in BST)
4:00 PM What Could I Do? What Should I Do? Evaluating Special Initiatives in CX
When initiatives are being evaluated, companies choose by determining the best rate of return. The initiatives with the greatest impact are funded. The most discerning management will ask, “Are there other initiatives out there that generate a higher return?” This is a tough question for CX leaders to answer. How do CX leaders determine what they COULD do, and more importantly what they SHOULD do?
In this session, we will discuss:
- The new expectation for CX that guides selection and scoping of initiatives
- How to assess CX maturity as an organization, major opportunities, and how to quickly level up
- The ROI of operating in a proactive, predictive, and personalized way - at scale
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