Focusing on your company’s “Customer Experience” is so much more than the latest industry trend or program of the month. Improving an organization’s customer experience can also put more dollars on your bottom line. Often, customer experience leaders lament the challenge of competing with other functions for a company’s limited investment dollars and coming up short. The reason? Executive Leadership may proclaim the benefits of investing in customer experience to be too intangible for real and substantial returns on the investments made. We think otherwise. As customer experience leaders, we’re challenged to clearly state the case for investments that are more than cost reductions or efficiency improvements. Investments in CX increase customer satisfaction and loyalty as well. A recent study by Watermark Consulting found that Customer Experience leaders realize 43% total cumulative return versus 15% for the S&P 500 and -34% for Customer Experience Laggards. Topics discussed in our session will include the formula for improving customer loyalty; effective service recovery programs and using industry partners to help state the case for the true impact of CX investment on your business.
Chief Experience Officer, Avtex Consulting Solutions, LLC
Bob Azman, Chief Experience Officer, consults with companies in a variety of industries on developing and implementing strategies to improve their overall customer experience. As a thought leader, practitioner and business partner in customer experience design and execution.
Prior to joining Avtex, Bob was Senior Vice President, Customer Experience at Thomson Reuters providing corporate consulting services to its various business units.
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