Customer Experience for the Win

Ask 10 different executives what CX means and how to improve it, you’ll get at least 15 different answers. Hear Brian make a compelling case that customer experience is the future of business. Learn why CX is bigger than any one department – and, importantly, what to do about it.

 
TABLE TALK

Strike Up a Conversation

When you meet Brian in person, strike up a conversation! Here’s a few insights to get you started:

• Three word advice for CX success: “Be” the customer.
• Debunk this myth! Customer journey mapping improves the customer journey. It’s all about experience mapping.
• Admirable CX innovation: Experience mapping, flows, and overall experience design; they force an empathetic approach to CX.
• Learn this from your peers: Career path/advice.
• To raise the profile of CX in your organization: Highlight the friction that results from bad CX. Friction = lost revenue.