MassMutual: Turning Your CX Vision Into Reality

Join Julie Rickis, Head of Customer Experience Development at MassMutual, and CSG’s Mark Smith, SVP of Customer Experience, as they share MassMutual’s action-packed journey to get started and all the lessons they’ve learned along the way.

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Customer experience (CX) is now a board level priority—for a good reason—but many leaders struggle with how to turn their vision into action. In fact, 90% of 480+ CX executives surveyed in a CSG commissioned study by Forrester Consulting, said they find it challenging to know where to start on improving customer journeys and experiences.

In this session, we’ll cover:

  • Tips to initiating a successful CX program, whether you’re getting back on track or just getting started
  • How to overcome common challenges organizations face when trying to enhance CX
  • Breaking down internal silos to gain a comprehensive view of the customer

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