Customer Experience Committee Meeting

I.  WELCOME REMARKS (11:00 – 11:10 am ET)

April Crichlow

Global VP and Head of Marketing, SAP SuccessFactors
SAP

II. BENCHMARKING YOUR CUSTOMER EXPERIENCE MANAGEMENT STRATEGY (11:10 am – 11:30 pm ET)

Join John Follett, Co-Founder and Chief Customer Success Officer of Demand Metric, as he shares stories about how brands are delivering exceptional experiences and provides a diagnostic tool that will help you evaluate your customer experience management (CEM) capabilities across 11 key dimensions, including:

• Culture
• Organizational Alignment
• Associate Engagement
• CX Practice
• CX Skills & Knowledge
• CX Program Design
• Customer Voice Sources
• Insights & Actions
• Methodology of Customer Intelligence
• CX Marketing
• Change Management

Key Takeaway:
You will walk away from this committee meeting with a CEM benchmark and scorecard that will help you identify GAPs in your current process. Share the results of this benchmarking exercise with your team as you work toward improving your maturity in several critical areas of the customer experience.  Click here for the Customer Experience Management Assessment tool.

Speaker:

John Follett
Co-Founder, Chief Customer Success Officer
Demand Metric

III. Q&A (11:30 pm – 11:45 pm ET)


IV. ROUNDTABLE DISCUSSION (11:15 pm – 12:25 pm ET)

Concluding this event, we will discuss an overview of what was learned and discussed so that may benefit from insights shared. This will allow attendees to contribute to a robust discussion of the meeting, keynote presentation, related subject concepts, and/or pain points. We hope that you stay for this part of the meeting as it is a great way to network, learn, and of course drive growth: for your career, company, our collective industry, and the field of Customer Experience.