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Building a business case for Customer Experience Programs

October 12, 2023 / 4:00 PM HKT - 5:30 PM HKT

Location: SAP Hong Kong, Tower Two, 35th Floor, Times Square, 1 Matheson St, Causeway Bay, Hong Kong

If you have ever encountered opposition to a business case, then this is the workshop for you.

In this “how-to” workshop, we will cover three critical elements that must be addressed for any successful Customer Experience Program: How to identify, quantify and realise tangible business value.

Register to learn:

  • How you can conduct an Internal Assessment: What is the internal environment like, and who do you need to influence to start this initiative?
  • How to Build a Business Case: how should you align to your organisations’ priorities? How do you define ROI?
  • How to master the art of Influence: how to approach and influence cross-functional stakeholders
  • Ways you can achieve value realisation: How to use the concept of a business value chain to ensure you are turning actions into tangible business outcomes?

Register Now

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Picture of Craig James

Craig James

Head of Value Advisory, Asia Pacific and Japan, Qualtrics

Craig is responsible for helping organisations identify, quantify and realise tangible business value from their XM programs.

Craig is a long-standing XM practitioner with more than 15 years of experience in nurturing customer facing experience management programmes, enabling leaders to measure and take action on customer needs, while driving a customer-centric culture.

Before joining Qualtrics, he led the CX and Innovation function for Optus Business, Australia's second largest Telco. Prior to that, he delivered a range of customer-impacting programmes around the globe during his seven years with Deloitte in the UK, including being seconded to a role leading the CX programme for the London 2012 Olympic Games.

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