“Why is Revenue Down?” “Why is employee attrition at an all-time high?” Dig into the experience and you WILL find out why. – Don’t ignore the employee experience – especially of those that directly interact with and service your customers. – Surveys are passe – look at other data points like Social Media, support ticket systems, etc. – Work towards being a human centered organization – people are loyal to other people, not brands
Today’s consumer is surrounded by digital devices and media, with a growing expectation that every brand experience will be personalized and/or relevant. Some companies are thriving in this brave new world, while others are barely able to survive. Let’s look at what it takes to deliver a frictionless customer experience and to move your brand into the future, with confidence.
Learn how MoneyGram International gained full executive buy-in to invest in and build a permanent CX practice and broke down silos to gain alignment. Through launching a multi-month executive forum, they explored various facets of the CX to raise awareness and gaps and opportunities and built a solid foundation.
The talk will introduce the concept of consequential design in the retail environment… how, as part of the overall customer experience, retail design leverages every customer touchpoint to achieve better sales, greater loyalty, more effective advocacy and greater demand. Design also focuses on the associate/customer interface to facilitate the overall customer experience. As Mies Van Der Rohe said, “form follows function”, but also, importantly, function follows form, so we will see how form can influence the associate / customer relationship. We will see how challenging everything about the retail environment, and developing the retail environment around the desired customer experience can lead to success.
In the age of the customer, can you afford any disengagement? Your customers expect more. They expect you to understand their needs and engage with them on their terms. And in a commoditized world, meeting these expectations becomes your only real differentiator. So, how do you get there? By offering a seamless customer experience. An experience that integrates every touch-point. An experience that feels personal. An experience that is cohesive across your organization.
Getting design into the corporate DNA is the hardest thing a leader will do. Design tools, methods, and processes are unnatural to other professionals. Personas, journey maps, and usability labs are afterthoughts, not forethoughts for most companies. How do you get design activities built into the corporate DNA? How do you make the unnatural natural? In this talk, Brian Sullivan will share 10 ways to get design built into the process of creating awesome products and services. Key Takeaways: 1. How to make design part of the process of creating products and services. 2. Ways to naturally partner with other departments to achieve common goals. 3. The importance of success stories and how to structure them effectively.
Do you wish you could read your customers fortunes and predict how they will behave in the future? This session will demonstrate how to use the survey data you already have to create a Predictive Net Promoter Score (NPS) program that will enable you to forecast customer reaction to upcoming business changes and drive readiness actions to mitigate any potential customer risk. The result will change the conversation your CX team is having with executive stakeholders & business partners, revolutionizing your ability to influence business decisions. Attendees will learn how to elevate their Customer Experience programs and proactively influence business strategy by shifting perspective on how to look at existing survey data. We will discuss how to transition your organization from producing scores of backward-looking reports, that often gather dust on an executives desk, to being a valued, forward-looking partner.
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