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Customer Experience at the Crossroads

After years of being hyped as the silver bullet, can you prove your CX program really works?  What’s the impact on your bottom line?

With only 20% of businesses being able to prove ROI, and risking CX budgets being diverted to the Next Big Thing as a result, Chris will discuss the challenges that CX teams face and how to ensure long-term programme support. This session will explore using Nudge theory and other techniques to empower employees and deliver positive change; how to empower stakeholders to drive tactical actions and deliver long-term change; and linking your CX activities to business outcomes that prove ROI once and for all.

Chris Brown, Senior Director, Customer Experience Management, Confirmit