Dion Hinchcliffe

Expert
Digital Transformation

Dion Hinchcliffe is an internationally recognized digital thought leader, best-selling author, business strategist, enterprise architect, transformation consultant, analyst and keynote speaker. He is widely regarded as one of the most influential figures in digital workplace, customer experience, and enterprise IT. Dion has led large IT, CX, and strategy projects around the world for the Fortune 500 and Global 2000 in six continents. Industry analytics firm Onalytica ranks Dion as the #2 influencer globally on the subject of digital transformation. He has keynoted or spoken at hundreds of leading industry conferences including CeBIT, KMWorld, IT Roadmap, Dreamforce, CIO Perspectives, AIIM Conference, and other industry events. You can find Dion on Twitter at @dhinchcliffe.

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On Digital Strategy   

Session

Workshop: How to Build a CX Practice that Punches Above Your Weight

As organizations increasingly restructure how they operate around customer experience, building an effective practice has become the next big priority. This deep-dive workshop explores the key ways that leading organizations are reorganizing their value streams and operations to put the experience of the end-customer at the very forefront of what they do. We will explore different models for CX teams and divisions, culled from years of actual projects, initiatives, and industry experience, with a focus on hard-hitting examples and recent case studies.

With an emphasis on specific, actionable advice, this workshop will prepare both senior as well as new staff with the very latest advances and proven best practices.

In this workshop, you will:

  • Learn the key ways to build, organize and operate a CX practice
  • Understand the full range of modern CX capabilities for organizations today
  • Explore the techniques and approaches that will make a CX practice best-in-class

Monday, November 04, 2019

8:30 - 10:30 AM

Transformation & Leadership

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