Customer experience is at a tipping point. Despite increasing investment in tools and technologies, executives still struggle to demonstrate the impact to the bottom line – and perhaps more importantly, the value these bring to customers. But tools and technologies aren’t enough. To create value for customers, we must focus on the ability for organizations to drive actionable change across the enterprise – transforming the design and delivery of experiences.
In this presentation, we’ll inspire you with a blueprint to do this, including:
- An understanding of the path organizations must take to flip their thinking from delivering customer experiences, to truly being customer-centric in their operations
- A framework that shares the factors that stand in the way of effectively implementing customer-centric changes, and the opportunity to assess your organization’s performance against these
- Tactics to foster cross-functional collaboration in the implementation and adoption of customer-centric initiatives—bolstering return on involvement as a bridge to return on investment
April 18th, 2019 11:00AM PST, 2:00PM EST, 7:00PM GMT