Technology is disrupting how most companies acquire and maintain customers. Simply put, customers have more power and more alternatives. These trends are not likely to reverse themselves and make customer-driven strategies more important than ever. Research shows that the emerging winners are companies that can effectively use customer experience to drive sustainable advantage. They’re able to employ a common set of capabilities, which are not trivial, but can help even the oldest, largest organisations in valuable, customer-centric ways. In this presentation, Sam Keninger will review a framework with these winning capabilities and supporting examples. The presentation will help you think about how your organisation can use customer experience to drive sustainable differentiation and profitable growth.
Sam Keninger, Director of Product Marketing, Medallia (US)