Most large organizations use over 100 different measures of customer experience and no two organizations use exactly the same metrics. Metrics matter because they are used to set targets, to keep score, to determine compensation, to benchmark against the competition and to help determine future investments. This session will look at what gets measured, what gets reported to executives, how to build a business case to gain approval for an investment, and how leading organizations are improving their approach to measuring the customer experience.

An essence of a successful customer experience strategy is that it clearly answers three questions: Which customers are the focus, how the enterprise will win and what resources and capabilities will be needed to win. Too often strategy is confused with vision, plans and roadmaps — all of which are also important. There is a science to developing strategy, and there is an art. This session explores the art of strategic planning, helping attendees articulate CX’s contribution to business success.

Customer experience (CX) is among the top-5 priorities for most board-level executives. But how can you contribute to CX and help drive a customer-centric culture? In this workshop we will explore the options you have to influence and drive a customer-centric culture, discuss challenges and help you develop a checklist of quick actions to help change your organization. PLEASE NOTE: Reserved for end-users only. Pre-registration required.

Simplicity is at the heart of exceptional customer experiences. Simpler processes, interactions, user interfaces, product or service choices, channels for interacting and the data being used to deliver. This presentation explains the benefits and challenges in simplifying the customer experience using multiple examples.