Keynote: Why Every Employee Is In The Customer Experience Business

We all know that support staff are at the forefront of driving great customer experiences. But the one thing that customer-centric companies understand well is that great CX is not the job of customer-facing teams alone – everyone has an equal role to play. This session will explore how all teams in your organization are in the “customer experience business,” and how driving such a culture forward is key to organizational success. You’ll learn: 1) How different teams such as marketing, finance, and legal shape the customer experience 2) real-life examples of the impact of non-customer facing teams on the end customer 3) how a company-wide commitment to CX improves customer loyalty. Your customers don’t care about your organizational chart or which department handles what. They look at your company as a single entity, and expect that everyone — from the front-line customer service agent to the legal department to the custodial staff — is focused on making their experience remarkable.