CX Strategy & CX Management – from customer insight to organizational impact
Free
English
Your customer doesn’t experience a problem with just one touchpoint, channel, or product. The issue lies in the whole. In how everything comes together. At the same time, many organizations struggle to see that bigger picture and to effectively act on it.
During this free webinar, you’ll discover how CX Strategy and CX Management can help you regain control over the quality of your customer experiences—even in complex organizations with many stakeholders, channels, and legacy systems.
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Why customer-centricity requires more than good intentions
Many organizations aim to be customer-centric. In practice, initiatives often run into silos, a lack of shared vision, and teams working alongside each other without alignment. Customers notice this—not because of a single bad experience, but through the accumulation of interactions over time.
In this webinar, Tim Wouters (Domain Lead CX Strategy & Service Design at iO) will show you how to make better strategic decisions, clearly identify customer problems, and build structurally stronger customer experiences—with measurable results for your organization.
What you’ll learn
CX Strategy in practice — How do you map customer needs and pain points and translate them into a clear digital roadmap?
CX Management as an organizational capability — How do you collaborate across departments, measure the impact of customer experience, and ensure consistent quality?
The business case for CX — What distinguishes leading organizations from those lagging behind in CX, and what does that mean for you in concrete terms?
Real-world examples — How does iO handle complex environments, from government platforms to international B2B organizations?
Who is this webinar for?
This webinar is intended for professionals in complex organizations dealing with fragmented customer experiences, internal alignment challenges, or low CX maturity. For example:
CX, UX, and service design managers looking to build stronger internal support
Digital transformation leaders aiming to embed customer-centricity
Product owners and program managers seeking greater control over customer experiences
CDOs, CMOs, and COOs in organizations with multiple brands, regions, or channels
Tim Wouters
Domain Lead CX Strategy & Service Design, iOTim leads the team of CX strategists and service designers at iO. He helps organizations translate customer insights into concrete strategies and measurable results. He has worked with government institutions and international B2B organizations.