“Our strength will come not from the sharpness of our spears, but from our willingness to offer others the protection of our shields.” - Simon Sinek. The data has confirmed what many of the best people leaders have known for years...peer-to-peer relationships are the most critical component of the employee experience. When it comes to loyalty, retention, team performance, and overlap into CX there is nothing more important. Sadly, with our teams being further apart geographically, fostering healthy relationships just got a whole lot harder. So how do we create an environment in which healthy relationships can grow? Learn how John and Nate have been using creative techniques to foster exceptional peer-to-peer relationships across multiple complex and decentralized teams.
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Yuko leads the Customer Experience metrics team at AARP to define and measure success in a balanced way with both the customer experience and business outcome in mind. This session will discuss how balanced scorecards using CX metrics can tell us what your customers are doing and feeling during their experience journey and what they do as a result of that experience. This well-rounded story gives us powerful insights to optimize the balance between enhancing customer experiences and delivering business results.
In this session, Steven shares the complexity of healthcare system and considerations of how to deliver for the customer/member in the face of numerous other players that may not have the customer/member's needs at the core.
To weather challenging times and maintain business continuity, digital capabilities need to be utilized for efficient communication between companies and their customers. It is critical to understand your AI requirements and capabilities to deliver a unified, streamlined digital experience across any device or channel. In this session, we’ll address how various organizations have adopted these technologies, the results they’ve seen, and what organizations should look for in AI solutions to improve the end-to-end