Events Add an event Speakers Talks Collections
 
Duration 30:43
16+
Video

Fireside Chat: Hitting Refresh and Delivering on CX Through Design and the Lens of CX

The audio is available only after a purchase
To tickets
Alison Circle
Chief Customer Experience Officer at Columbus Metropolitan Library
+ 1 speaker
  • Video
  • Audio
  • Table of contents
  • Video
  • Audio
Request Q&A
Request Q&A
Video
Fireside Chat: Hitting Refresh and Delivering on CX Through Design and the Lens of CX
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
Add to favorites
0
I like 0
I dislike 0
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
  • Description
  • Transcript
  • Discussion

About the talk

When undertaking a CX transformation strategy, one of the first steps in the process is to create a compelling customer experience (CX). But, good CX is easy to recognize, but it can be difficult to deliver, especially among long-standing institutions. Find out the journey of a legacy brand across the CX journey and VOC.

  • Finding out the sum total of all customer interactions - people, systems, technology and processes that enable and power CX

  • Customer-first focus: Avoiding the inward-looking, cost cutting productivity perspective

  • Making CX agile and robust

Understanding CX as an invisible thread that ties all interactions into a cohesive whole

00:00 Intro

00:40 Alison Circle

01:52 Success look liking

03:00 Three questions

06:43 About experience

10:20 Background

14:10 The reason for the success

17:15 About customers

18:30 The story

21:30 Q&A

About speakers

Alison Circle
Chief Customer Experience Officer at Columbus Metropolitan Library
Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer

Alison is Chief Customer Experience Officer for Columbus Metropolitan Library (CML) and has more than 25 years of marketing experience. For 13 years, she served as National Marketing Director for Minnesota Public Radio, then as Creative Director and Account Director at Jack Morton Worldwide, a global branding agency. In 2004, she joined CML as Director of Marketing and Strategic Planning. In 2012, she was promoted to Chief Customer Experience Officer where she serves on the Executive Leadership Team and oversees 23 library locations as well as all programs and products. She leads programming, experience and design for the library’s new building program (10 libraries), including the Main Library. She is an in-demand speaker on issues of libraries, customer experience and design. In 2017, she was chosen for a Global Impact Award from the Customer Experience Professionals Association; she is an active participant in the Columbus Local CXPA Network and is a CCXP in addition to serving on the CXPA Board of Directors.

View the profile

Jim Tincher, CCXP, is a nationally recognized customer experience expert, journey mapper, author, and speaker. His innovative CX consultancy, Heart of the Customer, helps companies of all sizes drive customer-focused change to improve loyalty and boost revenue, and his book, How Hard Is It to Be Your Customer?, is considered a must-read for CX-focused leaders.

View the profile
Share
Cackle comments for the website

Buy this talk

Access to the talk “Fireside Chat: Hitting Refresh and Delivering on CX Through Design and the Lens of CX”
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43

Ticket

Get access to all videos “9th Annual Customer Experience Strategies Virtual Summit”
Available
In cart
15 116 ₽
15 116 ₽
$199
$199
€ 182
€ 182
A$291
A$291
Ticket

Interested in topic “Banking and Finance”?

You might be interested in videos from this event

February 10 - 11, 2021
Online
16
13
covid-19, customer, customer service, cx & core, digital cx, digital experiences, engagement, investment industry, source content

Similar talks

Tim Rickards
Director, Social & Content Strategy at Hearsay Systems
+ 3 speakers
Holly Pontisso
Vice President Customer Experience at Scotiabank
+ 3 speakers
Candice Troupe
Senior Vice President at The Verde Group
+ 3 speakers
Corby Fine
Vice President, Digital Marketing and Sales at Bell
+ 3 speakers
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
Mélanie Bois
Customer-Focus Strategy, Customer Experience at Banque Nationale du Canada
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
Colin Crowley
SVP, Customer Experience and Playwright at Albert
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43

Buy this video

Video
Access to the talk “Fireside Chat: Hitting Refresh and Delivering on CX Through Design and the Lens of CX”
Available
In cart
2 203 ₽
2 203 ₽
$29
$29
€ 27
€ 27
A$43
A$43

Conference Cast

With ConferenceCast.tv, you get access to our library of the world's best conference talks.

Conference Cast
880 conferences
35725 speakers
13629 hours of content
Alison Circle
Jim Tincher