Panel Discussion - CX Transformation Begins with Culture

Presented by

Scott Schoenherr, Mary Hall, Max Ball

About this talk

You have probably heard the quote "Culture eats strategy for breakfast." As you embark on your CX transformation journey, the first step is to focus on your culture. You can introduce all the state-of-the-art technology, but if you don't address culture first, your transformation is going to fall short. Including your front-line early in the strategy, getting buy-in, and focusing on creating a customer-centric culture can accelerate the results of your CX transformation. Join us for an interactive conversation as we discuss: *Why is culture so important to a successful CX transformation? *How do you get started with assessing your current culture? *How do you identify what changes need to be made? *What has been the impact of your culture changes to overall CX? Our panelists for this discussion include: - Scott Schoenherr, SVP Operations/Technology, Healthcare Claims Management - Mary Hall, Founder and CEO, CultureWise Consulting - Max Ball, Director of Product Marketing, RingCentral

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