Membership Brainstorm on Determining Strategic Priorities and Tech Investments for Measurable ROI

A Membership Brainstorm – an 80% Interactive Format. Brainstorm sessions zero in on a a key area of focus within a Council Critical Issue. Members engage in spontaneous group discussion to generate ideas and problem-solve about shared challenges.

Topic: Determining Strategic Priorities and Tech Investments for Measurable ROI

Moderator: Lee Kemp, Senior Vice President Customer Success & Transformation, PCNA

Abstract:
Join your fellow members in a focused brainstorming session on aligning strategic priorities and technology investments to elevate the customer experience and drive measurable business impact. Together, we will explore how leading organizations are prioritizing digital initiatives that enhance customer engagement, increase lifetime value, and differentiate the brand – while delivering clear, quantifiable ROI. We will share executive-level perspectives, decision frameworks, and lessons learned from customer-centric transformation efforts.

Key Brainstorming Challenges:

1. Prioritizing customer experience initiatives that directly impact revenue, retention, and brand loyalty
2. Defining measurable ROI for CX-driven technology investments
3. Aligning cross-functional leadership to execute customer-centric transformation at scale