Customer Relationships and Experiences
CX Trends: What’s Real and What’s NextApr 07, 2017 Steven Pepe, Director of Customer Experience, GE
Some of today’s CX trends can be distracting for marketers, but certain innovations are becoming more and more tangible in 2017.
-Key Takeaways: Customer Experience Beyond the HypeApr 07, 2017
Key takeways and highlights from Spring 2017 Board of Trustees Meeting: Customer Experience Beyond the Hype
Retention Through Experience in a “Switch & Save” WorldApr 07, 2017 Ben Grossman, Jack Morton Worldwide and Jenna Lebel, Liberty Mutual Insurance
Jenna Lebel, from Liberty Mutual Insurance, and Ben Grossman, from its agency Jack Morton Worldwide, will discuss how the 100+ year-old mutual company is working to increase customer retention by claiming a role before and beyond the claim.
Building Customer Engagement in a Digital Big Data WorldApr 07, 2017 Jim Sprigg, Director, Database Marketing & Analytics, InterContinental Hotels Group
Jim Sprigg will discuss how the use of “offer bundling” and marketing science allows IHG to select the most influential offers for each customer, and to present them consistently across channels.
From Experiences to Journeys and the Importance of a Network PerspectiveApr 07, 2017 Stephen Tax, University of Victoria
Stephen Tax will make the case that businesses need to recognize that their customer experiences are usually part of a customer’s journey, involving a network of providers, to solve a problem or achieve a particular goal.
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