Despite widespread adoption of VoC programs, journey mapping, and improvement cycles, some executives still wonder if CX investments can still be transformational.
Hassan Mohammad, CCXP, and Charles Bennett argue the problem isn't effort but that it's insight depth. In this session, they reframe CX as a strategic innovation discipline, not just a continuous improvement function.
You'll learn outcome-based, journey-centric approaches that move past "what happened" metrics to uncover customers' deeper goals and emotional drivers by using rapid ideation, service design methods, and the Successful Customer Outcome (SCO) framework to move from best practice to next practice.
Originally presented at CX Leaders Advance in Toronto.