Evolving Your CX Program to Meet Business Needs

It’s safe to say that our businesses have faced an overwhelming amount of change in the last year and a half. But how has your customer experience (CX) program helped your business to navigate those changes? And what have you learned that will help you be more agile in the future?

This is the topic we are hoping to explore with you in our premier Insurance Roundtable on October 21 at 2pm ET. This interactive discussion will be moderated by Eric Smuda and will include insights from our expert panel, including  Jon Harrington, Jim Katzman, and Brian O’Connor. You will also be able to network with a group of your CX peers as you share experiences, solve problems, and lend inspiration—all while having some fun, of course!

Register for the digital event today and come ready for a great discussion!

Moderator:

Eric Smuda, CX Distinguished Practitioner, InMoment

Eric Smuda has built a distinguished career out of turning venerable brands into CX powerhouses. His novel, impassioned approach to customer experience implementation changed the face of the rental car industry, in which he found award-winning ways to connect customers and companies. It’s only fitting, then, that Eric serves as a Principal of CX Strategy & Implementation at InMoment, lending his seasoned perspective to many of the company’s strategies.

Panelists:

Jim Katzman, Principal, CX Strategy & Enablement at InMoment

Jim’s wealth of sales and customer experience knowledge makes him an invaluable asset to InMoment. Prior to joining the company as a Principal of CX Strategy & Enablement, Jim accrued valuable experience on both sides of the sales relationship while working for such big names as Verizon, American Online, and Asurion. Jim is adept at using customer feedback to pinpoint deep-rooted problem areas within organizations, and is even more proficient at fixing them.

Jon Harrington, Senior Strategic Insights Manager at InMoment

Jon brings 20 years of experience to the InMoment team, and has a passion for helping companies make better decisions by listening to their customers. He has helped companies solve customer and brand problems both as a consultant and on the client side. He has a strong financial services background, having just spent ten years delivering customer insights at American Family Insurance.

Brian O’Connor, Client Success Director at InMoment

​​As a Client Success Director with InMoment, Brian leverages twenty-five years of customer experience consultation to help organizations gain insights in acquiring new customers, identifying which customers are most valuable, developing recommendations and strategies for retention, and translating research findings into executable items through Action Planning sessions.