CX Centric Conversation: Building a Holistic Customer Experience Practice August 2020


  1. Intros
  2. Keynote: Jonathan Daniels – CX Centric Playbook
  3. Group Discussions
  4. Shared Conclusions
  5. Networking

Jonathan will begin by sharing the CX CENTRIC – a framework which is presented in his latest book: The Customer Experience Playbook. The CX CENTRIC framework looks at how to set up a customer experience practice. There are four key elements:

  • Inputs
  • Roles
  • Events
  • Outputs

As usual we have formed a panel of very knowledgable and innovative CX professionals representing each continent. But it won’t be only us talking! We want you to join the conversation too. So be prepared to share your point of view!

Host: Jonathan Daniels – Inventor of the CX CENTRIC playbook


  • Mandisa Makubalo – CX Advocate, Africa
  • Jonathan Daniels – Director of CX CENTRIC, Europe
  • John Hanson – CX Expert and Author of 7 Ways Menu, North America
  • Carlos Espinosa – CX Professional, South America
  • Ali Malik, Pakistan – CX Pioneer, Asia
  • Gunjan Allen – CX Manager, Australasia
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