Customer Experience (CX)
This member network group has been meeting virtually since our inaugural CX Innovation Study Tour in March 2023. With customer expectations influencing how we purchase, engage with brands, and ultimately grow loyalty, this group explores what that means for member experience. Led by Nic Johnson, the group is comprised of a mix of those with either a CX focus in their role, or those that have responsibility for operations & customer products. The focus of the CX platform is omni-channel, however in 2024 we intend to explore more AI driven and automated solutions.