Cassandra Nordlund

Cassandra Nordlund

Director, Advisory
Cassandra Long Nordlund supports Customer Experience leaders with journey mapping, boosting customer listening effectiveness (VoC), developing customer-centric culture and building ROI business cases for CX initiatives.
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Monday, 18 May, 2020 / 10:30 AM - 12:00 PM BST
Workshop: Customer-Centric Survey Design

Technology has made surveys cheaper and easier to conduct, inundating customers with feedback requests. Companies now compete fiercely for customers’ time and attention, jeopardizing VoC listening effectiveness. In this session, you will learn:
● Techniques for winning customer attention
● Best practices to solicit high quality, actionable feedback
● How to maximize customer engagement and insight value

Tuesday, 19 May, 2020 / 12:00 PM - 12:45 PM BST
Ask The Expert: Customer Experience Journey Mapping Fundamentals

Customer experience journey mapping is a collaborative process of gathering qualitative and quantitative data to understand customers’ current and desired journey. This process allows organizations to identify and visualize customers’ pain points and opportunities to optimize their experience. In this session we will discuss best practices in creating journey maps that deliver actionable and informative insights.

Wednesday, 20 May, 2020 / 10:00 AM - 10:45 AM BST
Driving Customer Centric Decision Making

Marketing leaders must embed the customer into countless decisions made by their business partners. However, the complexity of internal decisions makes this a challenging task. In this session, you will learn:
● The key factors that drive business partners to be more customer-centric.
● The recommended approach to influencing decisions across the organization.
● Proven best practices to enable more customer centricity in business partners’ decision-making processes.

Meet the experts face to face.