The Customer Experience

Track: Customer Connections

Session Number: 1123
Date: Wed, Dec 16th, 2020
Time: 10:00 AM - 10:45 AM

Description:

Research suggests that companies who focus on the customer experience will naturally beat their competition. But what is the customer experience, how do you achieve it, and how do you differentiate yourself from your competition? Understanding how your customers' collective experiences will either increase satisfaction, loyalty, and revenue as a result, or encourage churn, lead to stagnant growth, and produce disengagement. Getting the customer experience right is critical in today’s competitive environment.

Key presentation topics will include:

• Defining the customer experience
• Explaining why it is not simply another business management fad
• Outline the components of a successful CX strategy
• How CX can build morale among employees and get them motivated to serve customers well
Session Type: Breakout Session (45 minutes)

Session Type: Breakout Session (45 minutes)

Speakers

Moderator
Joseph Jones
Executive Vice President
On Trac, Inc.
Presenter
Jeremy Harris
Director, Portfolio Management
ADTRAN, Inc.
Presenter
Jeremy Graves
President
Pivot Group
Presenter
Tanya Bohannon
Director of Communications
T.A.K. Fiber Optics