Propelling XM in the Year of Agility feat. Matthew Gardner (7pm ET/11am AEST)
XM PROS VIRTUAL MEETUP
// 5PM CET
Propelling XM in the Year of Agility feat. Matthew Gardner (11am ET/5pm CET)
XM PROS ONLINE FORUM
Expert Q&A with Greg Chase (Week of Jan 24th)
XM PROS ONLINE FORUM
Topic of the Month: Propelling XM In the Year Of Agility
XM Pros Member Spotlight
PROGRAM MANAGER, VOICE OF CUSTOMER //
Denise recently designed a series of CX sessions for an internal team who had received a number of complaints from customers over the last year. These sessions included an overview of VoC issues and metrics, a refresher on the utility’s customer experience principles, and a session where the team broke into smaller groups to workshop the top three complaints using the design thinking methodology.
VP OF CUSTOMER EXPERIENCE //
CULTURAL CARE AU PAIR
To provide a model for how to treat customers, Eleacia and her team use trust as the foundation of their relationships inside the company. She recently created a workshop focused on high trust behaviors and how teammates can position themselves as the most trusted agency, both internally for one another and externally for their customers.
USABILITY/UX LEAD //
THE FEDERAL AVIATION ADMINISTRATION (FAA)
Beth is inspired by innovation and enjoys connecting her work to bigger ideas with a broader impact, which is what initially drove her to seek public service. She’s particularly proud of the connections she’s made, facilitated, and sustained during COVID. For example, she's involved with a cross-government user experience community of practice, which just piloted a mentoring program.
TOPIC OF THE MONTH
Propelling XM in the Year of Agility
As the new year begins, the only thing certain about 2022 is that it will be unpredictable. Organizations need to understand that change will come, and the need for agility will be of the utmost importance. In this brief presentation Bruce Temkin, Head of Qualtrics XM Institute, discusses what he expects to see in 2022 and how agility will play a key role in both organizational and XM success.