Joanna leads the CX strategic division at Allegro – a tech and communication bureau in Norway. Joanna's CX expertise includes guiding businesses with strategic CX direction, pioneering CX program development and fine-tuning both B2B and B2C journey optimisation. Besides her consultancy, she also co-hosts ‘CX_Podden,’ contributes to CX literature, and serves on the Advisory Board for 2 year CX education at IHM Business School in Stockholm.
Talk title: Involving Your People for CX Success: Three Pillars of a Customer-Centric Organisation
Joanna's will outline three core pillars essential for cultivating an agile and customer-centric organisation:
- Leadership Commitment
- Employee Engagement
- Organisational Agility
Her approach is rooted in a customer-centric programme structured around these fundamental elements.
In addition, Joanna will introduce two indispensable tools that every business should incorporate: the CX-Compass and the CX-Guidebook. These tools guide and help businesses maintain a continued customer-centric focus.