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05 December, 2019 | (01 hr)

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Leading brands are continuing to raise the bar on expectations for customer experience at every touchpoint. Global studies show that brands that deliver a superior customer experience to their audience increase their brand value 10 times faster than others.

Turbocharging shareholder returns is increasingly going to depend on an organization’s ability to prioritize customer experience. Prioritizing is the board’s responsibility; the vision, leadership, and momentum required for an organization to become truly customer centric needs to come from the top. Are the leading companies and brands of the world prepared for this?

Key takeaways:

  • Bridging the gap between ambition and reality
  • Tips to transform customer information into valuable insights
  • Rallying the organization around a single, unifying vision
  • Handling the tension between trust and technology



Barbara Cador

Barbara Cador
Global Head of CX

Born in London and raised in Germany by an Italian father and a French mother, Barbara got a Master’s Degree in Communication and Advertising-Psychology from the Ludwigs-Maximilians-Universität in Munich.

She has had 15 years’ experience as CMO and PR-Director in a variet...Full Bio

Demet Tunç

Demet Tunç (Moderator)
Council Director, Customer Experience Council
The Conference Board

Demet Tunç leads the Customer Experience Council at The Conference Board and consults for Eric Salmon & Partners to support the firm in leadership advisory, strategic consultancy, organizational design and executive search on a global level.

Starting out as a brand manager at C...Full Bio

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