CX Maturity Matrix Virtual Workshop

Topic: CX Maturity Matrix

Sponsored by: ServiceNow

Date & Time:

September 24, 2020 at 1PM – 3PM EST

Guest Speaker:

Nitin Badjatia, Head, Product Strategy – Customer Service Management, ServiceNow

Description

Beyond a Webinar: Participate in an interactive and facilitated discussion to evaluate how your organization performs within CSPN’s Customer Experience Maturity Matrix. In partnership with ServiceNow, CSPN will split the group into small groups to discuss their maturity within four CX Quadrants.

Workshop Details: 

CX Maturity Keynote: Hear from Nitin Badjatia, Head, Product Strategy – Customer Service Management – on leading CX practices companies are leveraging to adapt to a during and post-COVID service environment.

Rotational Virtual Breakout Rooms:

  1. CX Strategy Alignment: Identify how your CX performance supports/detracts from your organizations corporate strategy
  2. CX Technology Capabilities: Map how technology solutions will enhance customer experiences
  3. CX Talent: Assess what your team needs to adjust to meet desired CX standards
  4. CX Workflow Readiness: Evaluate the critical processes that, if changed, will improve experience and decrease costs

Who should attend?

The session is designed for supervisor and above level leaders who have a responsibility to drive change and innovation with respect to their customer experience plans.

Previous Customer Testimonials

“In such a short period of time, I was able to learn very practical insights and also feel re-assured that I was on the right track with some of our strategic priorities.”
– CX Manager

“I loved how interactive the session was and how we rotated through the sessions.”
– VP Customer Service

About the Speaker

Nitin Badjatia, Head of Business Strategy, ServiceNow

Nitin Badjatia serves as the Head of Product Strategy for ServiceNow’s Customer Service Management product line. He’s a two-decade veteran of enterprise customer service applications, having been at Siebel Systems, RightNow Technologies, and Oracle in various sales and strategy roles. Nitin also led business strategy at knowledge management pioneer Knova Software. In 2012, Nitin was awarded the Consortium for Service Innovation’s Innovator award for his extensive contributions to the industry at large.

Facilitated By

David Singh, Managing Partner, CSPN

David Singh is an experience-driven executive who has built and lead client-facing teams in a range of Fortune 500 and mid-market companies. David has served as a corporate and organizational strategy consultant with Deloitte Inc where he helped clients navigate the financial and human capital impacts of mergers and acquisitions. David has held progressively senior roles within high-growth technology, energy, and consumer finance companies where he has built and led sales, marketing, operations, finance, and customer care teams. David is passionate about helping leaders and organizations simplify their strategy to ensure alignment between internal and external stakeholders and ultimately drive traction towards happy clients and team-members.

David holds degrees from Huron University College at Western University and the Sauder School of Business at the University of British Columbia and is co-author of Hitting Stryde: An Early Career Gen-Y Career Survival Guide.

DOWNLOAD KEY TAKEAWAY SUMMARY | WATCH RECORDING | REQUEST CUSTOMIZED SESSION
CSPN Member:
Complimentary
+ HST
Non-Member:
Complimentary
+ HST
Early Bird Deadline
Registration Deadline

September 24, 2020

Sponsored By:

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