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.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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