[Keynote] Weaving Customer Experience into Your DNA


Customers make our salaries, budgets, and dividends possible – so why is it that managers struggle with being customer-centered? The best-loved companies have woven customer experience excellence into their “DNA.”

You can, too! Outside-in management for customer experience excellence takes time, but here’s how you can fast-track your success:

  • Align from the top: engage the C-suite in using customer insights to drive the company.
  • All hands-on-deck: engage non-customer-facing employees in making a difference for customers.
  • Maximize value: transform ease-of-work and ease-of-doing-business.