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Organic growth comes from creating a customer experience that’s so compelling, your customers want to work with you more, staying longer and purchasing more products from you. Unfortunately, few CX programs can connect their work with outcomes that drive these business results. Jim lays out the findings from two years of research into what separates Change Makers—those who can show they can create strong business outcomes—from the average CX leader.
A game-changing customer experience creates organic growth. But most programs can’t show that they are driving this growth, and thus don’t get credit for their outcomes. Dow’s CX leader Riccardo Porta will share Dow’s critical outcomes from customer experience—and how he and his team show these linkages
Loyalty is an emotional decision, but few CX programs deliberately measure emotions and design experiences around an Emotional North Star. Hagerty’s VP of Loyalty Nancy Flowers will share how Hagerty built their B2B2C program around emotions, creating deliberate experiences to create happiness in consumers and a sense of feeling valued in their agents.
Customer experience at its best is an advisor to the rest of the business, helping them understand how an improved customer experience helps them achieve their goals, and assisting them in actions they can take to improve both customer and business outcomes.
Customers give you feedback well beyond what they record in a survey. Sam Wegman of Univar Solutions will show how they evaluate customer sentiment to performance (CX360) and leverage “synthetic NPS” that incorporates Customer Ecosystem Data to understand the voice of all their customers – even those who don’t click the survey link.
Many companies speak to the importance of customers, and then use internal processes to create products and experiences. Learn how Legrand built a culture of engaging directly with customers to understand their needs and to build programs that customers want to engage in.
Even with the best of tools at your disposal, change management is an indispensable tool for moving a culture from product to customer-focused. Learn how Aimee is applying change management within Qualtrics to ensure customer feedback drives action at multiple levels.
Attendees will get to know the best of the Twin Cities at the beautiful Nicollet Island, located in the Mississippi River and just a bridge away from downtown Minneapolis.
A special thank you to this year’s sponsors.
Customer Experience expert Jim Tincher provides the wisdom and tools to show business-to-business (B2B) organizations how to build and sustain superior customer experience (CX) as a core business activity.