Jason Kolaczkowski

Join this session presented by Jason Kolaczkowski from Kaiser Permanente to learn a bit more about how cx strategists can be communicating better across organizational lines to understand the needs of their internal stakeholders. Points to be discussed include:

• Advocating for visibility into cross departmental goals
• Coordinating with marketing, sales, IT, eCommerce and all the customer channels to understand their business priorities
• Curate a list of things to be listening for based on what each department is looking to learn about the customer

Customers expect the experience across all of touchpoints, both online and off, to be consistent and seamless. How can this experience be seamless if the internal departments that have control over each experience are siloed and don’t work with each other to coordinate the whole customer journey? Join this panel to here more about:

• Pinpoint the internal departments you need to collaborate within in order to have an end to end picture of your customer
• Build relationships with these business partners and department heads in order to understand their priorities and help them understand yours
• Instill the importance of customer experience across the organization with trainings and CX advocates
• Create common objectives and organizational goals