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Chapter 16: How to drive your CX Strategy using OKR?

Carsten Ley
Tanuj Diwan
Nandkishor Tripathi
Who should attend?
Customer Experience Manager
Customer Support Professional
Customer Success Manager
Marketing Manager
Product Manager
About the Webinar

In this episode of The Experience Talk – How to drive your CX Strategy using OKR?, Tanuj and NK are joined by Carsten Ley, CX and Project Consultant at Asia PMO and they are talking about

  • What is OKR?
  • What is the difference between OKR and KPI?
  • When did Carsten start loving OKRs and why?
  • Should goals/key results be that high that only 70% of that is achievable? If yes, why?
  • How can OKR’s help in your CX strategy?
  • What was the OKR for the CX department in Lazada?
  • How can OKR be created to drive CX in the whole organization?
  • How do different teams create their own OKR that support the company-wide OKR?

And a lot more!

About the Speakers
Carsten Ley
CX and Project Consultant at Asia PMO

Customer Experience Leader and Influencer, Carsten Ley is also an Entrepreneur, Enabler & Project Lead in Customer Experience, Agile / Change Management & Business Transformation. He founded Asia PMO, a digital transformation and agile consulting company that enables clients to succeed in fast-changing and customer-centric markets. He is an International Keynote Speaker and Trainer and is leading large-scale project implementations in Europe, Latin America & South-East Asia.

Tanuj Diwan
Head of Product at SurveySensum

An enthusiastic leader and a product owner, Tanuj specialize in driving product vision while creating product roadmaps and ensures the priority of high-value requirements in every release to meet and exceed customer expectations. Steering scrum team in daily standups, sprint planning, backlog refinement, sprint demos, and retrospectives, Tanuj values face-to-face communication to collaborate across departments to achieve company goals. He is a futurist, with expertise in identifying opportunities and risk implications of emerging business and technology trends and commercializing promising opportunities.

Nandkishor Tripathi
Head of Customer Experience at SurveySensum

NK is a passionate Customer Experience Evangelist, a blogger, and an influencer with an overall work experience of over 18 years. He has previously worked with multinational brands like Microsoft, Tesla, Iron Mountain, Autodesk, McKinsey, Fandango, Sequoia, MGM, Verizon, Hulu, and many more and has exposure to multiple segments such as Automobile, Health Care, Retail, B2B, B2C, K12, and Other Education sectors. He has successfully managed complex platform transition, technology implementations, scripting to data processing and has taken leadership roles to optimize processes, increase the level of quality deliverables and increase overall client satisfaction.

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