How to overcome cultural resistance
to CX and inspire real change
In 2019, we were joined by Jannik Devantier (updated: Director of Business Optimisation & Value Engineering, Sitecore) and Behdad Banian (Chief Marketing Officer, Ericsson) to discuss the impact culture has on CX adoption – and how to overcome it. From how to acquire boardroom buy-in to how to instigate wider organisational change, our speakers shared their own experiences of driving CX transformation.
What you’ll learn:
- How to Convince the C-Suite: Our speakers defined the measures of success you need to gain boardroom buy-in, including quick wins and long-term ROI
- Why Objective, Scientific Approaches Work Best: Discover how to pull together the ultimate business case for CX investment to help you reach beyond the CMO
- The Dos & Don’ts, the Wins & Losses: Real business case learnings on CX transformation from a CMO at one of Sweden’s largest telecommunication providers
Head of Value Engineering, Sitecore
Jannik is Head of Value Engineering at Sitecore. He has got more than 10 years of experience in helping organisations to achieve successful technology adaptation, business and digital transformation in the marketing function and beyond.
CMO, Emerging Tech and New Businesses, Ericsson
Behdad Banian is Chief Marketing and Communications Officer for Business Area Technologies and New Businesses, at Ericsson. A member of the Business Area’s Leadership Team, he thrives on promoting disruptive ideas and new businesses built on 5G and IoT as the platform for innovation.
- Convincing the C-Suite:
The measures of success you need to gain buy-in, how to speak their language, from quick wins to long-term ROI
- The objective case:
How to pull together the ultimate business case for CX investment to help you reach beyond the CMO
- Science shouts the loudest:
When legacy technologies fail, organisations turn to the loudest shouter rather than most suitable solution – discover how a scientific approach will ensure you’re heard
- The do’s the don’ts, the wins the losses:
Real business case learnings on CX transformation from a CMO at one of Sweden’s largest telecommunication providers
Introducing Our Sponsor, Sitecore
Sitecore is the global leader in customer experience management that lets marketers own the experience they deliver to their customers and prospects.
More than 4,600 of the world’s leading brands — including American Express, Carnival Cruise Lines, easyJet, and L’Oréal — trust Sitecore to help them deliver the meaningful interactions that win customers for life.
Visit sitecore.com to find out more.
This webinar was brought to you by CX2030.
CX2030’s mission is to give Marketing and Digital leaders all the resources you need to make CX a success at your organisation.
For more crucial insights on CX and how to develop a bulletproof strategy for your organisation, head to CX2030 today.
The duration of the webinar is 1 hour.
Welcome and Introductions by Craig McCartney highlighting latest survey findings in the Nordics
Jannik Devantier on how to gain boardroom buy-in by measures of success and how to put together an objective case in YOUR organisation
Behdad Banian on boardroom buy-in
Anecdotal feedback on the dos, the don’ts, the failure and learnings
Q&A from listeners including feedback on live polls
Wrap up and close