JANUARY 27TH 12pm EST/10am MST
From Metrics to Meaning
Customer experience (CX) has become synonymous with the metrics we’ve historically used to measure program success, such as NPS, CSAT, and CES. But can metrics alone truly measure the success, influence, and effectiveness of your CX program?
On January 27 at 12pm EST/10am MST, join a panel of InMoment experts and a group of your peers for an Insurance XI Exchange, where you’ll have the opportunity to hear best practices, share challenges and solutions, and discuss everything CX metrics.
Register now to reserve your spot!
Eric Smuda, Principal, CX Strategy & Enablement at 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.
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.
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.
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.