A full year of touch points for you and your team to create value together.

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 

Abstract:
Most organizations agree that “customer centricity” is the goal, yet most fail to operationalize it because they treat research as a phase rather than a pulse. In this session, David breaks down the operational engine behind UPS’s digital transformation. Moving beyond the “what” of the case study, this session focuses on the “how”…the specific mechanics of moving from quarterly surveys to weekly, sprint-based co-creation. You will learn how to leverage transparency to reduce friction, how to use “Watch Parties” to align engineering and business silos, and how to track the efficiency metrics that actually defend your budget.

Action Items:

• Accelerate Speed-to-Market: Learn how to replace slow, “check-the-box” feedback loops with a high-velocity sprint engine that drastically reduces development rework
• Break the “Game of Telephone”: Implement strategies like “Virtual Watch Parties” that force engineers, designers, and business leaders to witness user struggles together in real-time
• Track Metrics That Defend Budget: Move beyond vanity scores to track the hard ROI of effortless experiences, focusing on development efficiency, support reduction, and conversion impact

Delivering on Strategic Transformation and Measurable Value

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