Conference Presentation

Why Can't I Deliver That Best-in-Class Experience?

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As customer experience professionals, the single most purposeful responsibility we have is driving improvements within our organization. Although the metrics can vary, the improvements can be deemed successful only if we achieve revenue growth or profitability improvement.
 
Many of us have CEM strategies in place. But, are they successfully delivering support for acquisition, retention, growth, and win-back? No matter how good our strategies are, ultimately we do the driving and are the change agents. Our success comes through practices such as effectively listening to our customers, proper application of our VOC program, an engagement strategy with organizational alignment, and building customer trust. Learn more about the Customer Experience Management template used to guide best-in-class companies on their journey to delivering exceptional customer experiences. You'll also discover the best practices that build a sustainable business and hear how some of our partners achieved their results.

 

Presented By:

Dennis Gershowitz

Principal, DG Associates

Martin Harris

Senior Director, Global SRM, Pitney Bowes Software

Publish Date: May 5, 2014

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