Webinar will be announced soon! Check back for more details.

How to participate: The Twitter Conversation will be a 45-minute conversation on 6 questions.  The moderator will tweet a question and label it using the labeling format Q1, Q2 and so on. All participants are welcome to tweet an answer by placing A1, A2, and so on at the beginning of the tweet corresponding to the question you are answering.

Our Twitter Conversation is a great way to share ideas about ways to celebrate customer experience. Please join us at TweetChat.com for a lively conversation, and use hashtag #CXDay.

Broadcast Time Zone: AEST
GMT/UTC: 22:00

This is the first event of CX Day, held just an hour before the first online discussion panel in the Asia-Pacific region. Join us for the Twitter conversation to discuss the impact of CX Day to you, your company and the profession as a whole, both on this day and year-round.

In this Twitter conversation, we’ll cover the following questions:

• Q1 What are you most excited about for CX Day?
• Q2 What are some easy ways to participate in CX Day?
• Q3 What are some ways to extend CX Day value beyond this day?
• Q4 How do you involve different functional areas in CX Day?
• Q5 How do you show appreciation to your customers on CX Day?
• Q6 How do you spotlight good CX providers among those you buy from?
• Q7 How can CX Day increase appreciation for and maturity of the CX profession?

How to participate: Panel discussions will be 30 minutes long. The first 10 minutes will be spent on a “getting started” discussion for beginning CX professionals, followed by a 5-minute audience Q&A session. The remaining time will be devoted to 10 minutes of “energizing discussion” for experienced CX professionals, followed by a 5-minute audience Q&A session.

Broadcast Time Zone: AEST
UTC/GMT: 23:00

Show where the money is to convince your executives and team to step up to the plate. Quantifying the benefits of managing customer experience can take many forms: cost savings from a variety of places, increased customer acquisition and retention, expanded share of wallet, greater capabilities and innovations, and industry leadership.

In this panel, we’ll cover the following questions:

Starting Out Your Business Case

• What are the costs of status quo?
• Who are we pitching to and what keeps them up at night that we can address?
• How do you use best practices, case studies, internal data or other methods to influence your leadership team?
• Audience Q&A

Energizing Your Business Case

• What’s important to the business case after customer experience management has been in place for a while?
• How have you pulled in your financial team?
• What is the most important to your company – reducing costs or increasing revenue – and how can you characterize that for a case?
• Audience Q&A

Broadcast Time Zone: BST
UTC/GMT: 14:00

A 360-degree view of the customer experience life-cycle tends to be easiest across digital channels which can track behaviors. Still, offline, outbound and face-to-face customer experience needs to be understood and managed. 360-degree management includes end-to-end planning of efforts across the company to fulfill your strategy and goals.

In this panel, we’ll cover the following questions:

Starting Out Your 360-Degree CX Management

• How have you identified the end-to-end customer experience journey?
• What are good sources of CX insights? (social, survey, modeling, ethnography, behavioral, operational, etc.)
• What are some ways to manage customer experience holistically?
• Audience Q&A

  Energizing Your 360-Degree CX Management

• How should the 6 CCXP competencies be pulled together?
• How should all the managers of CX be pulled together? (e.g. business unit CX champions and managers of retention, digital marketing, VoC, references, customer intelligence, quality improvement, customer success, contact center, and so forth)
• How would you approach a department that doesn’t think CX inputs are needed for their work?
• Audience Q&A

Broadcast Time Zone: BRT
UTC/GMT: 18:00

There are many ways to begin managing customer experience formally. And adding sophistication over time can be an interesting adventure. Like any initiative, challenges are inevitable. By carefully thinking about what fits your customers’ needs, you can build a successful plan for customer experience management.

In this panel, we’ll cover the following questions:

Starting Out Your CX Initiative

• What prompted you to undertake a customer experience management program?
• What were some of the early obstacles you faced?
• How did you measure success?
• Audience Q&A

Energizing Your CX Initiative

• What surprised you most about customer experience management?
• If you could go back in time and give advice to yourself as you began formal management of customer experience, what would that advice be?
• How have you fostered buy-in and collaboration across departments?
• Audience Q&A

Broadcast Time Zone: CT
UTC/GMT: 20:00

This is in an era in which customers are empowered and expectations are on the rise. If companies are to succeed, virtually every part of the business must contribute to creating a create a differentiated experience that customers value. From customer-facing professionals to the manufacturing lines and support functions, all employees have a role.

In this panel, we’ll cover the following questions: 

Starting Out with Employee Impact

• What does customer experience mean to you?
• What are some of the ways you and your department contribute to the customer experience?
• What are the biggest barriers you face in meeting customer expectations?
• Audience Q&A 

Energizing Employee Impact

• How do customer experience managers support your success in contributing to customer experience goals?
• Is there certain information you wish you had about customers that you don’t currently have today?
• What are some of the tools and resources you use to improve customer experience?
• Audience Q&A