Goldilocks and the CX Paradigm: Too Little, Too Much, Just Right
The same ol’ same ol’ rudimentary VoC program just doesn’t cut it anymore. Do you think your experience program and your CX team delivers business value (ROI) to your organization?
In this Experience Forum, we discuss the steps that companies need to take to drive business decisions based on program intelligence–what’s too little, too much, or just right–and how those practices and decisions can positively impact your customers, employees, and your bottom line.
Come join us and learn:
- How to build an ROI model for your CX program
- Why it’s important to connect company-wide initiatives with CX program efforts
- How to disrupt the status quo to deliver business outcomes that are just right
- What you should focus on if you think your CX program isn’t perfect yet
Leave this event with concrete advice you can use to disrupt the status quo and drive a transformative program that benefits you, your customers, and your business. It’s never too late to build a business case to prove a return on your CX investment.
Meet the speakers:
Maxie Schmidt-Subramanian, VP, senior analyst with Forrester
Maxie Schmidt is a principal analyst serving customer experience (CX) professionals. She leads Forrester’s research on CX measurement programs. In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys. Maxie also writes about the business impact and the ROI of CX. Maxie is a frequent keynote speaker at conferences and leads CX workshops at events.
Graham Tutton, global head of consumer products and services, InMoment
Graham is a seasoned executive with over 25 years of leading customer experience and insights at several global brands. He has spent the last decade in senior leadership roles accountable for customer, employee, and product insights, deploying and managing all aspects of the enterprise Net Promoter System, and supporting operations teams at global media and communications leader Comcast. He has joined the InMoment team to lead clients through more strategically oriented and impactful programs focused on experience improvements.