Speaker: Ed Thompson
Location: Westin Kierland - Kierland Ballroom 2 & 3
Session Type: Track Session

The battleground to differentiate the business on the basis of superior customer satisfaction, loyalty and advocacy has never been tougher. During tough economic conditions, the temptation is to ignore the customer in the pursuit of lower costs. But only those paranoid about the customer experience survive. This presentation examines customer experience management, outlines the most common tactics of leading organizations, and provides guidance on where to start. Session Takeaways: 1) Learn how to measure customer experience improvement. 2) Learn how other organizations are creating positive customer experiences. 3) Learn what changes your organization should make first to improve customer experience.