CX Trends: Listening Smarter, Acting Faster

You’re invited

Customer feedback lives in more channels than ever—and the most authentic insights require more listening and acting, and less asking. Join other experience management (XM) leaders in your area at LockKeepers on May 17th to learn how new XM innovations will help you build customer loyalty and achieve growth by capturing the whole voice of the customer.

We’ll discuss ways to connect the dots across listening channels to develop engaged employees and happy customers that produce a big impact on the bottom line.

What you’ll take away:

• Learn how to develop an omnichannel listening strategy that leverages both solicited and unsolicited feedback.
• Discover ways to build an insights-rich, empathy-first contact center.
• See powerful Qualtrics XM platform features that pinpoint customer effort and sentiment drivers and how they impact employee experience and brand perception.
• Connect with your customers and employees in the most modern way via video to uncover human stories and powerful insights.

Bring your experiences, questions, and best practices to share. You’ll be joined by other CX leaders and professionals for a conversation about what customers are demanding in exchange for their loyalty and share of wallet.

Agenda

3:00 PM ET
Doors open at LockKeepers, and check-in begins.
LockKeepers is located at 8001 Rockside Rd, Valley View, OH 44125

3:15 PM ET
CX Trends and Their Business Impact

4:45 – 6:00 PM ET
Networking happy hour with a private tasting by Western Reserve Distillery.

Speakers

James Bampos

James is Head of CX Solutions Strategy at Qualtrics. Via a customer-focused, data-driven strategy, James has been providing leadership in establishing experience methodologies, influencing adoption of strategic initiatives based on customer requirements, and enabling business growth through continued improvements in customer experience. James recently led the Customer Experience and Advocacy programs at NetApp where he helped transform a product centric company to one of customer centricity through influence, demonstrated ROI to the business, and proven results to the customer. James also holds a US Patent for a quality to customer loyalty relationship model and is a founding board member of Customer Experience Professional Association (CXPA).

Pat Gibbons and Katie Kiernan

Pat Gibbons and Katie Kiernan are both Vice Presidents at Walker, an experience management services firm and leading partner of Qualtrics. Pat and Katie are both certified customer experience professionals (CCXPs) who have more than 45 years of combined experience in CX providing expert advice to a wide range of industry-leading companies. Walker has published a variety of research reports on customer experience trends including their latest release, “CX Now: Eight Themes Driving CX Evolution”.

Attendees will receive a copy of Walker’s latest publication.