Join Michael Allenson of MaritzCX and John Harris of Protiviti as they provide a roadmap on how you can refocus the thinking of your organisation when it comes to customer experience (CX). This requires starting from a consideration that customers may be your most important asset.
Michael and John will provide strategies on how you can focus your customer experience management efforts on value creation.
In this webinar you will learn:
- How to put a value on customer experience improvement efforts before deciding what to take action on
- How to accelerate these efforts so that you have an ongoing stream of activities that consistently drives incremental business value
- Several approaches you can take to calculating the lifetime value of your customer, such that you can use it to track the impact and ROI of your CX management activities
- How these models can be applied under different industry/business models
Michael Allenson is responsible for the CX Transformation Consulting team at MaritzCX. Today, more than ever before, senior leadership across every industry is counting on customer experience to be a differentiator that will drive the growth and financial performance of its business. Michael and his team help MaritzCX customers effectively leverage a CX platform, expert services, client success teams and partners to implement dynamic customer experience programmes that go beyond incrementalism to deliver game-changing results.
John Harris, Senior Manager – Predictive Modelling and Advanced Analytics, has over 16 years of industry experience applying a strategic thinking and advanced analytical skill set to optimise resources, improve processes and develop quantitative models that turn data into decision-aid information for all levels of leadership. Airline and energy utility employers have attempted to patent his deliverables related to predictive and optimisation modelling.