june, 2020

11jun11:10 AMPeer Councils: Strategic Thinkers Only: A Forum on Customer Experience for Seasoned Executives11:10 AM

Event Details

We all seem to talk about ‘delighting the customer’ and creating experiences that are effortless, but what exactly does that mean? As a business how can we identify which experiences are the ones that have the most impact for the customer but at the same time create the best ROI for the company? How is criticality and future-proofing determined in a context of a strategic roadmap so that CX isn’t always an exercise in firefighting?

In this interactive session, we will be seeking to understand how to identify those effortless experiences that are appropriate to your brand. How to build them, and how to educate others on their importance whilst at the same time making them relevant to the future plans of your business.

Key Take-Aways:

  • Examples of what Effortless Experiences are and how what they look like might change depending on the customer market e.g. B2B and B2C environments
  • Insight into how to benchmark and then measure what kinds of experience your customers are having
  • Tools to identify the low hanging fruit which can be easily executed
  • Ways to reach your broader organisation and bring them on-board with being customer centric

Moderators:

Claudia Belardo
International CX Transformation Director
SAP Concur

 

Nathan Turner
Lead Customer Service Manager
Zynga

Time

(Thursday) 11:10 AM

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