Tech mahindra
Tech mahindra

Built for Success: Ensuring Your CX Program Delivers Real Business Value

Date: 28 September, 2017

Venue: Toronto

If CX is so important, why is identifying a ROI so hard?

Customer experience is a manifestation of enabling customers to interact anytime, anywhere via digital channels and the ability to measure engagement. In practice, however, it can be incredibly difficult to map your CX initiatives to bottom line ROI. In fact, it does not happen merely by accident, but by using a calculated approach to identifying and measuring ROI.

Discover the five things every CX pro must do to build and execute a program that creates high value relationships that truly matter to your business.

  • Know who you are: Do you know what makes you different? Why your customers love you? Answering these seemingly simple question is the foundation of delivering a truly differentiated experience
  • Know what matters to your business: Understand your organization’s goals, and how customer experience initiatives can support them
  • Build for success: Design all aspects of your program -- from best practices to technology -- with a laser focus on objectives and outcomes
  • Measure what matters: Target the right data and apply the right analytics to generate deep, actionable intelligence
  • Take action: Get insights to the right people across your organization to drive timely change

Tech Mahindra’s Digital Customer Experience framework along with InMoment, can not only help you identify and understand the moments that matter most, but also empower each member of your organization to fully own their individual moments, resulting in powerful and high impact engagements.

Agenda:

5:15 pm Drinks, Reception and Registration
6:00 pm Customer Experience in a Connected World - The Road Ahead : Krista Thompson - Senior Director, PWC
6:30 pm Driving Real Business value through your CX Program : Sameer Dania, SVP – Strategic Initiatives at Tech Mahindra & Brennan Wilkie, SVP – Customer Experience Strategy at InMoment
7:00 pm Dinner and Networking
7:50 pm Panel Discussion – Leading Industry Experts with Coffee & Desserts
8:30 pm Session Ends

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For further information please write to connect@techmahindra.com

For further information please write to connect@techmahindra.com