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Session 205: Capturing the Loyalty of the Modern Customer

Nate Brown  (Chief Experience Officer, Officium Labs)

Location: Heritage Park

Date: Tuesday, November 9

Time: 11:35am - 12:35pm

Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference - Get your pass now!

Track: Revolutionizing the Customer Experience

Session Type: Session

Vault Recording: TBD

Customers expect more than ever before. Loyalty is becoming harder to capture, and many organizations are left wondering how to succeed in this new era of the Experience Economy. It's time to break free of many of the legacy techniques and mentalities that have been holding us back and embrace a bold mission-driven approach to CX. By galvanizing employees around the brand core, measuring customer behaviors in enhanced ways, and nailing our digital experience, we can still capture the hearts and minds of our customers long-term.

Walk away from this session with a deeper understanding of how you can:

  • Unify the organization around the principle of mission-driven CX to bring urgency and meaning to the work
  • Tune up your Voice of Customer engine using modern methods to help understand your customers like never before
  • Gain a 360-degree view of the customer to reduce friction and enhance the digital experience
  • Leverage an intelligent change management framework to grow the work of CX over time