June Virtual Luncheon

Return On Experience: How Do You Measure ROI of Customer Experience

Every company claims that customer satisfaction and experience is top of mind. There are often challenges, both internal and external, to following through on delivering great customer experience, however. Greg Kihlström, CX thought leader and author of the book The Center of Experience, details how to define, measure, and optimize return on experience-related initiatives by putting both customers and employees first.

Drawing on principles from his book that outlines a methodical approach to setting up an experience-led center of excellence, Kihlström will provide insights on how to deliver great experience that is consistent and continually improving.

KEY LEARNING OBJECTIVES:

As a result of this program, participants will learn:

• How to make the business case for the digital customer experience and overcome internal hurdles, budget constraints, and more
• Return on Experience – how to measure and improve customer and/or employee experience.
• How to understand and embrace what makes customer and employee experience unique in your company and industry.
• The types of measurements needed to get the most return on your experience initiatives.
• Operationalizing great experience in a way that is repeatable and adaptive to change.

WHO SHOULD ATTEND?

This event is open to members and non-members, and covers a wide spectrum of businesses, organizations, and marketing professionals. If you are in the field of marketing, communication, PR or an agency, nonprofit leader, board member, responsible for marketing in your organization, a startup or SMB, and anyone seeking more knowledge of how to move from uncertainty and promote themselves, or promote awareness and interest of their goods and services in an effort to generate sales from their consumers, then this will be a rewarding event for you.

Speaker

Greg Kihlström

CX, EX & Digital Transformation | Consultant, Author & Keynote Speaker

The Agile World

Greg is a best-selling author, speaker, and entrepreneur having sold his award-winning digital experience agency in 2017. He has worked on customer experience, employee experience, and digital transformation projects with some of the world’s top brands, including Coca-Cola, Dell, FedEx, GEICO, Marriott, MTV, Starbucks, Toyota and VMware. He serves on the University of Richmond’s Customer Experience Advisory Board, and was founding Chair of the American Advertising Federation’s National Innovation Committee. Greg has written seven books, including, The Center of Experience (2020) which talks about how customer and employee experience can be operationalized into a cohesive brand experience. His podcast, The Agile World, launched in early 2019 and now in season 3, discusses brand strategy, marketing, customer, and employee experience with thought leaders from leading organizations around the world. He is a contributing writer to Forbes, and has been featured in Advertising Age, Communication Arts, and The Washington Post.

Purchase Tickets

Free for members, $20 for non-members