Connecting Insights to Business Outcomes
Many Customer Experience (CX) teams today are highly focused on reporting NPS, Customer Satisfaction, or Customer Effort scores. CX teams need to transition from a team reporting drivers of these scores to one that helps drives business outcomes. This won't be solved just with technology. Organizations need to bring CX into their people and business strategy.
Speaker: Bill Staikos
Bill is SVP, Evangelist & Head of Community Engagement at Medallia. Bill is a globally-recognized experience leader with +20 years of proven expertise envisioning and executing holistic, customer-led strategies. Prior to Medallia, Bill held executive-level roles at Freddie Mac, JPMorgan Chase & Co, Credit Suisse, and American Express. Bill also hosts an award-winning podcast, Be Customer Led, with listeners in nearly 100 countries, focused on customer and employee experience.