Customer Experience Committee

The purpose of the Customer Experience Committee is to help members create a shared framework, vocabulary, and standard for measuring and managing customer experience and customer value as well as develop best practices for establishing goals, metrics, and improvement processes. This includes:

• Transforming brand stewards into leaders and champions for sustainable, profitable growth across the entire organization.
• Delivering longterm shareholder value by creating the capabilities and organizational skills to grow customer lifetime value.
• Developing effective communications that elevate customer experience for key constituents, including the Board, CEO, CFO, COO, sales, technology, and employees throughout the organization.

The chairs, ANA staff, and the ANA Business Marketing Growth Council will identify topics to be pursued throughout the year. They will organize meeting agendas and speakers to guide interactive, thought-provoking discussion. The topics will align with at least one of the four ANA Growth Agenda priorities.

Custom content will be developed that addresses the gaps and opportunities most often encountered by members. Together we will explore strategies, tactics, processes, tools, techniques, and tips that participants can leverage whether to gain, share, or close a gap.

In order to participate with this group, even for just one meeting or session, you will be asked to complete a short survey so that the group can orient around your unique understandings and business needs.

• Chair: Rob Markey, Partner, Bain
• B2B Committee Chair: David Blackburn, Director and Head of Digital Marketing, ProShares

Contact the ANA staff managing the Customer Experience Committee:

• Bill Zengel, SVP
• David Morgan, Manager

Discussion Topics:

The Customer Experience Committee is open to all client-side marketer members as well as Platinum and Gold-level solutions provider members.

Request to Join

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