Customer Experience:
From Theory to Practice
Gain a unique perspective on CX thought leadership. Hear real-life examples from brands that have cracked the code, along with practical tips that can be used to improve any CX program. Register today for this exclusive opportunity to learn from customer experience masters.
Customer Experience:
From Theory to Practice
Learn how to launch a CX program that’ll take your business from ‘Meh’ to ‘WOW!”
(Kick)Starting a CX Program
Bruce Temkin Head of the Qualtrics XM Institute
(Kick)Starting a CX Program
Bruce Temkin Head of the Qualtrics XM Institute
Implementing a great CX program takes careful planning and intentional design. Join Bruce Temkin as he teaches how to build a robust CX program, explores the trends that prove how important CX has become, and shares 3 recommendations for getting your CX program on the right track.
6 Competencies of a Successful CX Program
Aimee Lucas Senior Principal Analyst
6 Competencies of a Successful CX Program
Aimee Lucas Senior Principal Analyst
Great customer experiences are carefully designed, not accidental. Join Sr. Principal Analyst Aimee Lucas to find out the competencies and actions needed to design and deliver world-class customer experiences. From program leadership and activating the organisation to the tools you need to build your skills, you’ll have everything you need to develop a CX program that delivers unmistakable value.
How to Customize Customers' Experiences
Joe Pine Bestselling Author
How to Customize Customers' Experiences
Joe Pine Bestselling Author
A great product is no longer enough; companies that succeed do so by engaging each customer in an inherently personal way. Discover a creative, highly original, and yet eminently practical strategy for companies to script and stage the experiences that will transform the value of what they produce.
How to Evolve Your CX Program
Isabelle Zdatny XM Catalyst
Evolving Your CX Program through the Maturity Model
Isabelle Zdatny XM Catalyst
The world’s CX leaders all have one thing in common: they’ve mastered 6 Experience Management (XM) competencies. Discover the XM Institute’s CX Maturity Model and learn how to identify your CX program’s place in it, and what you’ll need to master in order to take your program to the next level.
Building and Sustaining a Customer-Centric Culture
Aimee Lucas Senior Principal Analyst
Building and Sustaining a Customer-Centric Culture
Aimee Lucas Senior Principal Analyst
A customer-centric culture is a vital ingredient in any successful CX program. Discover the 5 keys to getting your whole organisation rowing in the same direction, and learn how each key can impact your program’s success — along with techniques to help you start your transformation immediately.
Bring Voice of the Customer to Life
Fernando F. Vejar Director of Customer Listening
Bring Voice of the Customer to Life with a Customer-Centric Culture
Fernando F. Vejar Director of Customer Listening
American Express is known for its superior customer service — this didn't happen by accident. To be truly customer-centric you need to empower people at all levels of your organisation to listen to the customer and act on insights. Find out how American Express built a world-class customer culture by using a broad spectrum of approaches from empowering employees to capturing and acting on customer insights.
Create Conversations with CX
Jay Baer Bestselling Author
How to Craft a Customer Experience That Creates Conversations
Jay Baer Bestselling Author
The best way to grow ANY business is for your customers to grow it for you. In this fast and funny session, join New York Times bestselling author, Jay Baer, as he shares a concrete system for using CX to turn customers into your most powerful growth opportunity.
4 Essentials of Effortless CX
Matt Dixon Bestselling Author
4 Essentials of Effortless CX
Matt Dixon Bestselling Author
While many companies focus their efforts on finding ‘wow moments’, true customer loyalty comes from delivering effortless experiences. Discover how the 4 key pillars of effortless CX will help you predict repeat sales, increase share of wallet, and drive positive word-of-mouth.
Measurement Toward Transformation
Kirsty Hosea Partner, Consulting, Jeremy Pitchford Partner, Consulting
Trust - Measurement Toward Transformation
Kirsty Hosea Partner, Consulting, Jeremy Pitchford Partner, Consulting
We are firmly in the experience era, and trust is the new currency. Trust is one of the most powerful transformers of all time, it breeds loyalty, collaboration, action, efficiencies, and profit. More than pure sentiment, it can be measured and influenced through a customised, yet repeatable approach that can transform your organisation, ensuring relevance, adaptability and viability in the future. The measurement rules are changing, technology and human preference is dictating a new way of thinking that empowers employees and their customers to solve problems, co-create, and influence future business transformations.