Conference Presentation

Revolutionizing Your Customer's Experience

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Business executives know their customers’ experience is critical to long-term success, but what they don’t always know is how create and implement a world-class experience across their Education, Service, Support, Account Management, Sales and Marketing functions. A successful customer experience initiative aligns internal functions around the customers’ success and results in increased customer retention, add-on sales and customer loyalty. This presentation will share our journey of revolutionizing our customers’ experience and provide the audience with a repeatable framework for creating, piloting and launching a global customer experience initiative. Providing real world examples, challenges and lessons learned, this presentation will share the key performance indicators and a shared executive dashboard to measure long-term success.

Presented By:

Carina Edwards

SVP, Customer Experience, Imprivata

Publish Date: October 22, 2014

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Peg Rodarmel, SVP, Subscription Services, Infor

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