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Customer Experience Council II

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Customer Experience is the end-to-end journey of the customer’s interaction with your business. It can’t be separated from the growth of the business, and is in fact the substance to making the company more profitable. Companies today are working to significantly improve their Customer Experience to achieve business success, especially in light of the social media era with real-time interactive feedback.

Belonging to a Council gives you real-life examples from other companies well known for their Customer Experience initiatives facing the same challenge and succeeding – not advice from vendors selling their latest program. Council members freely share their hard-earned wisdom, and you get the benefit of learning leading edge approaches from top companies and applying those most relevant to drive your profitability. Specific topics discussed include:

  • Customer experience strategy & key drivers – Culture, Design, Process, Infrastructure, Innovation, Leadership
  • Evolution of a Customer Experience program over time – maturity levels of organizations
  • Emerging models, customer segmentation approaches, governance, and deployment
  • Designing voice of the customer programs and ongoing process improvements
  • Focusing on employee engagement
  • Journey Mapping, ROI Measurement, Analytics, Emotional Connection, KPIs, Listening Tools

Program Director

Cassie Stern

Cassie Stern

Program Director, Customer Experience Council II
The Conference Board
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