Customer experience specialists, CXO2, will be bringing a unique take to this year’s Customer Contact Week (CCW) A/NZ event to be held at the STAR on the Gold Coast from 4-6 March 2025 - with the Interactive Discussion Group that the company will be holding on the subject of, “Falling in love with the problem, before you start solving it” presenting many unique and valuable viewpoints and takeaways for attendees.
CXO2 is a specialist consulting business with a dedicated team of customer obsessed practitioners who, powered by The Bridge International, work side-by-side with business leaders on all aspects of CX transformation. The team understands that where CX happens, is not where it starts. It starts in the boardroom, with strategy, and with culture. From customer strategy to execution, organisational health checks, journey design, channel optimisation, and culture and capability, CXO2 was created to help “breathe new life into customer experience”.
CXO2 will bring recent real-life experiences around successful CX transformations to CCW, experiences that have led their clients to get “real results” according to Elmstrom. “CXO2 have been working with some forward-thinking, leading Australian brands, where we have led transformation projects to dramatically improve cultural, customer and commercial outcomes. Some recent results include an NPS lift from 53 to 70 within 6 months, a 40% reduction in total cost to serve, a service level increase from under 20% to 80% within 4 months, reduced employee turnover by more than 50%, and realised 30% in productivity savings”
CXO2 CEO Sara Elmstrom explained, “We attended CCW last year and came away with some incredible connections that ultimately led to us working on some amazing CX transformation projects. This year is the biggest ever CCW Australia and New Zealand and where we will run our unique Falling in love with the problem, before you start solving itInteractive Discussion Group for all the attendees on the Gold Coast. This is a topic firmly and specifically designed for passionate CX individuals and has a 100% customer centric focus.”
This is no ordinary roundtable as CXO2 know that where the experience happens, isn’t where it starts – it is influenced by lots of decisions and actions in the broader organisational system. That’s why we work with everyone from the frontline to the CEO, to help get closer to how customers feel and what they really want.
So, this Interactive Discussion Group will explore how often the symptom is treated rather than the root cause, and how that impacts long-term sustainability.
CXO2 partner David Vincent added, “CXO2 is platform solution agnostic and this gives us several strategic advantages. We get in, truly understand the problem, and then find out what is stopping you from moving forward – whereas many companies focus on the many ‘known truths’ and get stuck running in the hamster wheel that is Same Stuff, Different Platform. Our Interactive Discussion Group at CCW will help attendees understand the difference between ‘fast’ pressure for immediate results and the benefits of ‘slowing down’ to get the best results. Attendees will definitely feel the love and the understanding.”
The groups will include the use of CXO2’s unique CX blueprint to help diagnose where and what the true causes are, and what you can do about it, opening up conversations around CX, real world experiences and learnings.
Sara Elmstrom concluded, “Falling in love with the problem, before you start solving it will be a truly positive experience. Attendees will connect with likeminded, customer obsessed people and walk away with valuable, real-world next steps, the confidence of knowing that they are not alone and there is someone who can help them. Attendees can also get a free benchmark report from CXO2 for their industry. CX can be a real differentiator and competitive advantage in what can feel like a sea of sameness from a product and even pricing perspective. These interactive discussions will explore how, by loving and understanding the problems, the solutions you end up with can help breathe new life into customer experience and set your business apart.”
CXO2 is hosting three 30-minute Falling in love with the problem, before you start solving it Interactive Discussion Groups back-to-back starting at 11.45am in IDG E at The Star on Wednesday 5 March.
Picture credits
(l-r) CXO2 CEO Sara Elmstrom and CXO2 Partner David Vincent
Ends
CXO2 is a specialist consulting business with a dedicated team of customer obsessed practitioners who, powered by The Bridge International, work side-by-side with business leaders on all aspects of CX transformation. The team understands that where CX happens, is not where it starts. It starts in the boardroom, with strategy, and with culture. From customer strategy to execution, organisational health checks, journey design, channel optimisation, and culture and capability, CXO2 was created to “breathe new life into customer experience”. CXO2 is powered by The Bridge International, a non-traditional management consulting practice established seven years ago operating in Australia, New Zealand and North America with deep client-side experience.