Roundtable Topic:  Customers Are Giving Feedback: Is Anyone Listening?

Leader: Dan Gingiss, Chief Experience Officer, The Experience Maker™

Customers are more than willing to share their opinions given the chance. But what we do with that feedback can make or break the future customer experience. Join us as we discuss customer experience storytelling and ways to listen better and take action on what you hear. Bring your best (and worst) personal customer experience examples and you may win a signed copy of Dan Gingiss’ new book, The Experience Maker: How To Create Remarkable Experiences That Customers Can’t Wait To Share, before its public release date!

Discussion Topics:

• Why it’s important to capture both Voice of the Customer (VOC) and Actions of the Customer (AOC)
• Sharing examples of positive and negative customer experiences and what we can learn from them
• How creating more positive experiences can lead to positive feedback and word-of-mouth marketing

In this presentation, Deba will talk about how organizations can be more effective in their digital transformation aspirations by focusing their initiatives on customer journeys and share some real-world & practical perspectives. Expect to hear about how:

• Transformations in your core infrastructure can streamline processes and unlock business value
• Investments in hyper personalized experiences via multiple customer touchpoints will increase engagement
• Shifts in operating models and organizational power structures can support tech upgrades and digital initiatives
• Trainings for your current workforce will prepare them for working more holistically with new tech

Let’s face it: Competition is tougher than ever these days. Competing on price is a loser’s game — just ask the two gas stations across the street from each other. And competing on product is getting harder and harder as almost everything is copyable — just ask your favorite ride-share company.  So, what’s left? How can we stand out in a crowded marketplace that is constantly evolving?

In this fun and engaging keynote, customer experience coach and former Fortune 500 executive Dan Gingiss will teach the audience how customer experience can be your company’s ultimate differentiator, creating a competitive advantage that cannot be copied. 

You’ll learn how to: 

1. Identify the types of experiences people share most often and why 
2. Apply an easy, 4-step framework for creating remarkable, shareable experiences
3. See how customer engagement generates increased loyalty
4. Leverage examples from many other companies across industries that have been successful with these simple, practical, and inexpensive ideas

Your business CAN compete on customer experience. When you create a remarkable experience for your customers, they become your best marketers and salespeople. The result is more customers, who stay longer, spend more, and recommend your company to others.

You’ll walk away from this keynote inspired to go back to work the next day with actionable steps to create a deeper connection with your customers. And Dan Gingiss doesn’t just talk about experience, he creates one for the audience, too!

Are you ready for the experience of a lifetime?

COPC Inc. conducts annual research in conjunction with Execs in the Know which gathers both consumer and business leader perspectives on a number of customer experience related topics. The most recent study sheds more light on the growth of multichannel journeys, key gaps in capabilities and perspectives, and what businesses are doing to improve these experiences.  

• Where your business is today in terms of CX, UX & product management working together to build experiences that work best for your customer?
• How can you can take insights from your CX & UX teams and use them to build new customer centric products & experiences?
• Does working this way organically help overcome siloes across the teams that have a hand in the customer’s experience?

As CX professionals, we pride ourselves on being authorities in empathy—experts in building and wielding a superpower that enables deep understanding of the customer's perspective. But as the pandemic surges, consumer behavior and technology are changing rapidly. The combined effect of these developments can challenge our ability to remain empathetic. We may struggle with focus, positivity and a willingness to see things from another’s perspective. In this talk, learn how to bolster your superpower with empathy strength-training techniques proven to counteract the effects and build empowered teams.