The most common complaint we hear about customer experience (CX) programmes? That they aren’t moving the needle. And we get it—it can be incredibly frustrating to feel like you’re listening at all the right touchpoints and gathering mountains of feedback data, but you aren’t seeing any tangible improvements. This is where CX transformation comes in.
But what if the key isn’t in listening more or watching metrics like a hawk? The truth is, the world’s most valuable CX programmes go beyond listening and measuring the voice of customer. They build a framework that enables them to take action and transform experiences.
Join Pearl-Plaza’s Eric Smuda to learn how to effectively prioritise and manage cross-functional improvement efforts to drive a more customer-centric culture, better customer experience, and improved financial outcomes.
Meet the speaker:
Eric Smuda, CX Distinguished Practitioner, Pearl-Plaza
Eric Smuda has built a distinguished career out of turning venerable brands into CX powerhouses. His novel, impassioned approach to customer experience implementation changed the face of the rental car industry, in which he found award-winning ways to connect customers and companies. It’s only fitting, then, that Eric serves as a Principal of CX Strategy & Implementation at Pearl-Plaza, lending his seasoned perspective to many of the company’s strategies.