Based upon his multiple awards-winning research and his forthcoming book 'Measuring Customer Experience' http://tinyurl.com/MeasuringCX, Prof. Dr. Phil Klaus shares how to successfully measure and manage the most profitable Customer Experience (CX) strategies with the attendees of his CX Seminar held during CERS's 20th Anniversary celebration at Hanken.
5. What do you think…?
• CX lacks strategic impact.
• No one knows what exactly CX is.
• CX is a tactical rather than a strategic objective.
• Technology is the main driver for CX.
• CX is the next competitive battleground.
• CX is nothing more that the Emperor's new clothes.
• Academic CX research is relevant
6. Your most burning
questions…
• Linking CX to profitability
• Best and next practice examples
• Latest trends
• Successful management
11. How to become a vanguard…
• Top three based upon influence on profitability
• Measuring CX – Using EXQ
• CX from the customers’ viewpoint
• CX delivery – the crucial role of employees
• EXQ as ‘Troyan Horse’
16. Your most burning
questions…
• Linking CX to profitability
• Best and next practice examples
• Latest trends
• Successful management
17. More free resources available
to you…
• Gain free access to cutting edge CX research from the
worldwide leading researchers by joining our Linkedin
group
• http://tinyurl.com/marketingscholarsonLinkedIn
• https://www.youtube.com/watch?v=6eshTkeFZGs
• Get the book
• http://tinyurl.com/MeasuringCX