KEYNOTE: The Art and Science of a Great Customer Experience

This is Jon’s flagship program for organizations that seek to strengthen their customer experience (“CX”) with cultural, behavioral and operational change. In it, he addresses a fundamental question for any business: How do you stand out from the crowd? Many sources of competitive differentiation can be fleeting – product innovations can be mimicked, technology advances can be copied, and cost leadership is difficult to achieve let alone sustain. But as Jon describes in this captivating session, a great customer experience (and the workplace environment supporting it) can deliver tremendous strategic and economic value to a business, in a way that’s difficult for competitors to replicate. Filled with compelling insights and fascinating case studies, this program reveals the time-tested techniques used by legendary companies to turn their customers into raving fans. Attendees will come away with specific, actionable ideas for enhancing their customer experience, no matter what type of constituency they serve. Topics typically covered in this program include:

What great companies know about the difference between CX and customer service
How great experiences boost financial results and accelerate business growth
The current state of CX in the marketplace and the competitive opportunity it implies
The link between a company’s employee experience and its customer experience
The 12 time-tested principles used by legendary companies to differentiate their CX.