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Prove the ROI of Your CX Program at Experience '18

Medallia: Experience 18

Experience 2018 in Long Beach, CA is only 5 weeks away. At Medallia, we’ve been busy putting together an event packed with cutting-edge content, intensive problem solving, and insights from industry leaders. For the next few weeks leading up to the big event, we are going to dig deeper into the content around each of this year’s four breakout tracks (Demonstrating CX Impact, Driving Culture and Accountability, Inspiring CX Innovation, and Evolving CX Programs). First up, a closer look at our Demonstrating CX Impact track.
Demonstrating CX impact is a big challenge facing CX practitioners right now. That’s why we’ve dedicated a whole track at Experience ‘18 to exploring the topic. During the event, leading brands such as Comcast, IBM, IHG, ADP, and more will be talking about their CX strategies to generate growth, acquire new customers, reduce churn, deepen relationships, and increase operational efficiencies using real life case studies. They will also be providing actionable takeaways around how to prove the ROI of CX and support business growth.
We will have the best brands all together under one roof for two days of powerhouse content that will help you rethink, reimagine and redefine your CX strategy and programs. Each session in this track will explore a different topic under the “Demonstrating CX Impact” umbrella, so that you can gain knowledge and real world examples of what makes an outstanding CX practice and how to demonstrate the value of customer experience by focusing on key business metrics, such as customer spend, value, cross-sell, and churn.
In order to be successful in today’s environment, customer centricity must be at top of mind in everything that you do as a business. In hospitality, IHG will give an inside look into how they designed a best-in-class program that continues to evolve with the pace of guest needs, improves guest satisfaction, and drives revenue. For B2B, ADP will share how they think about customer-centricity and why that strategy is a proven growth engine. In telco, Liberty Global will lead a session exploring how they keep the customer at the forefront of everything they do. IBM will share how they took their client experience program to the next level by building an NPS early warning system, an always-on statistical model that predicts negative client experiences before they happen.
We will also tackle how to overcome the challenges that come along with proving the financial impact of a CX investment. Faith Adams, Analyst, Customer Experience, Forrester, and Graham Tutton, Vice President Customer Insights, Comcast, will lead a session on proving the economic impact of a CX investment. In this session, Faith Adams will unveil the findings of Forrester Consulting’s Total Economic Impact™ (TEI) commissioned study that was conducted for Medallia, and demonstrate how you can apply the same equation to your business.
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