April Executive Luncheon

Customer Experience (CX) Design & Management – Panel

CX is the most important and impactful way organizations are seeking to differentiate their brands from competitors. There’s also an even more tangible value in CX to organizations. Forrester recently found advanced CX centered companies outperformed their lagging CX competitors in both revenue and in customer growth.

Challenges, including creating consistent brand experiences across all channels, a growing number of communication mediums engaging customers, integrating the channels with the brand experience and consolidating data into a single view of the customer, have all led to leading organizations employing centralized CX strategy and orchestrated activities to meet these challenges head on.

As more companies choose to adopt CX to compete, marketing’s role is pivotal as they span ownership of the customer journey from awareness, to acquisition, to loyalty and service which heavily influenced by marketing and its investments. This panel discussion will bring together some of DFW’s leading CX executives to discuss and give insight on:

• What makes a successful CX program and how to get some early wins
• How to orchestrate CX across an organization
• How marketing impacts the effectiveness of CX
• Leveraging insights and analytics to improve the CX
• Designing and managing customer experiences
• Examples of quantifying the value of customer experience
• Common challenges with CX and tips for avoiding them or fixing them
• Best practices and tips for structuring CX

Panelists

• Dave Sims, Vice President Loyalty Marketing for La Quinta Inns & Suites
• Lisa Nance, Client Experience Manager at Texas Capital Bank
• Ben London leads the global customer experience practice at MoneyGram International
• Michelle Brigman, Director of Customer Listening and Engagement for Citi
• Sachin Shroff, Sr. Director Customer Performance Optimization at The Container Store

Click here to read more about our panelists.

Moderator

Diane Magers, CCXP, Customer Experience Professionals Association

With over 25 years of Customer Experience leadership with brands like AT&T and Sysco, Diane has led transformations to embed customer and employee engagement with definable business benefit. She is currently CEO for the Customer Experience Professionals Association, and founder of Customer Experience Catalysts, a customer experience excellence consultancy. She holds an MS in Psychology and an MBA. She is a Certified Customer Experience Professional (CCXP), a CXPA CX Expert, and NPS, Voice of Customer and Customer Experience Management certified

Event Information

Location: The Clubs of Prestonwood, 15909 Preston Rd, Dallas, TX 75248

Time: 11:15am-1:00pm

This Event is Sponsored By: