CX and Engineering - Reunited and it Feels So Good

Do your Engineering and Customer Experience teams feel like they work for different companies? Are your Engineering teams struggling to understand the customer? Is your CX team feeling like they are constantly working around black holes of information and statuses? Are you generally struggling to improve your customer’s experiences?

In this session, we will discuss the “smells” of a CX/Engineering divide, strategies for improving customer experiences and customer empathy, ways to communicate progress and project statuses, making better decisions on priorities, and empowering a company to put the customer first.

James Spere is the VP of Engineering and Customer Experience at Roadmunk. Over his career, he has continually built strong connections between development teams and customer support with a customer-first approach to software development, deployment, support, and communication.

Roadmunk has combined the CX and Engineering teams into a single company group and is working to improve and prevent many of the issues highlighted above. James will share ideas, insights, potential pitfalls, and past experiences in an open forum.