Conference Presentation

Keynote | The Experience Economy Is Here: How to Transform Your Organization for a New Era of Customer Experience (sponsored by Gainsight)

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If we look at some of the most anticipated IPOs this year, we see a telling trend. “Experience-born” companies like Uber, Airbnb, Slack, and Stitchfix have redefined how brands interact with customers, raising the stakes for every business around the world. These all started from a mindset of let’s create the best possible experience for someone (regardless of whether it scales), and then let’s work back from there. With experience-born companies becoming less the exception and more the norm, we are in the midst of a dramatic paradigm shift in consumer expectations.   There has been talk about putting customers at the center of all you do for a while, but actually doing that is much harder. And the demand for it is much more real now. So, what does that mean? As a CX leader, how do you begin making changes into progress? How do you innovate at the speed of ever-changing expectations?  In this talk, Elisabeth will share 5 lessons on how to best transform your organization culturally and organizationally to center on the customer in this new experience economy, and what brands stand to lose if they don’t recognize the importance of the true customer-at-the-center paradigm. 

Presented By:

Elisabeth Zornes

Chief Customer Officer, Zendesk

Publish Date: October 22, 2019

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